Cloud Outage Communications Lead

Job Overview Selected candidate must be located in Monterrey and attend office 3 days a week. The Customer Outage Communications Lead’s (COCL) primary responsibilities include overseeing the Integrated Outage Communications (IOC) process, supporting cross-organizational collaboration, and regularly communicating with customers, board, and field colleagues regarding incident impact, resolution progress, and customer impact. You will work closely with major incident management and cloud operations to ensure quality, transparent, and timely communications with customers, board, and field colleagues. Expectations and Tasks Provide the best possible customer and executive support during major incidents, collaborating seamlessly with cloud operations and infrastructure teams. Ensure that SAP field colleagues, the SAP executive board, and customers receive accurate and timely information during major incidents, maintaining SAP’s relationship of customer trust. Recognize business impact and escalates matters accordingly, demonstrating customer empathy and a commitment to transparency. Supervise and coach colleagues in communications and emergency notifications to guarantee timely and effective delivery. Prepare content for and brief SAP executives, including the Board, Regional Executives, and Sales Leaders. Participate in a shift schedule, including weekends, to support the follow-the-sun model for seven days a week (regular work schedule being 5 x 8 hours per week). Lead the decision-making discussions for the IOC Process. Ensure the quality of the information and communication delivered to the SAP board, field, and customers. Act as the escalation contact for board offices, field executives, IOC communication colleagues, and stakeholders involved in resolving disruptions or degradation, including the cloud lines of business and infrastructure team. Required Skills and Competencies Experience working in a follow-the-sun model. Experience in problem-solving within crisis situations and business transformation. Strong competency in managing confidential and sensitive topics. Risk-aware with consideration of potential legal consequences. A sense of urgency and a strong work ethic with the capability to lead others. Intercultural experience and sensitivity. Ability to work effectively with various teams and individuals in a matrix organization. Strategic thinking skills with an emphasis on detailed execution. Ability to deliver under time pressure in complex environments. Experience working in virtual teams. A proactive, flexible, and collaborative work style. Experience collaborating with cross-functional teams to achieve results. Empathy for customers and field personnel. Excellent understanding of SAP’s cloud portfolio and Line of Business operations. Ability to maintain consistent and positive dialogue in all types of political situations (SAP, customer, partners). Capacity to grasp cloud technology and translate it into a business context. Education and Qualifications Minimum of a bachelor’s degree; a master’s degree in Communications, IT, Marketing, Journalism, International Business, Commerce, Linguistics, or equivalent experience is preferred. At least 3 years’ experience in the SAP context. Experience in Executive Communications, Crisis Communication, Consulting, Support, or other customer-facing, escalation-related functions. Experience working with customers. Familiarity with technology and various communication and support methods. Experience managing multiple stakeholders. Experience in technologies/products/services relevant to a software or professional services firm is an additional plus: Sales/Pre-Sales, Crisis Communication, Support, Go-To-Market. Native or near-native English is mandatory; a second language is a plus. Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. Recruitment Process and AI Use For information on the responsible use of AI in our recruitment process, please refer to the Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. #J-18808-Ljbffr