At HCLTech, we supercharge progress
As a global technology company with more than 225,000+ employees across 60 countries, we help enterprises build a sustainable, digitally empowered future. If you’re passionate about customer engagement, technology consulting, and driving exceptional experience for global clients—this is your opportunity to grow your career with one of the world’s fastest‑growing technology leaders.
About the Role
We are seeking a
Digital Customer Engagement Manager (dCEM)
for our organization. This is an elevated, progression‑focused role ideal for
Basis professionals
who aspire to move into
Service Delivery Management, Customer Engagement, or Account Management
roles. The dCEM acts as the
primary point of contact (SPOC)
for customers, providing proactive guidance, coordination with backend TechOps teams, and ensuring seamless operation. This is
not a hands‑on technical role —it is customer‑facing, consultative, and engagement‑driven.
Key Responsibilities
Customer Engagement & Advisory Act as the
primary engagement manager
for customer, ensuring smooth communication and proactive guidance. Understand customer landscape requirements and facilitate appropriate technical support and solution delivery. Conduct regular customer meetings, address technical queries, and present landscape assessments or service updates. Provide guidance on planned/unplanned maintenance activities and overall landscape functioning. Operational & Performance Management Manage performance, SLAs, and customer satisfaction metrics. Support staffing coordination and ensure adherence to internal process governance. Formulate Key Result Areas (KRAs) for team members in alignment with organizational goals. Manage project budget, timeline, and oversee completion of multiple onboarding or operational projects. Maintain and grow client relationships to support ongoing business opportunities. Required Technical Skills 5+ years’ experience in SAP Basis
with strong technical understanding. Minimum
2+ years of cloud knowledge
(Solution Management, Consulting, or Delivery Program Management). Solid understanding of
S/4HANA applications
and
HANA database
administration. Mandatory experience in
Upgrades & Migrations (OS/DB). Working knowledge of SaaS integrations such as
Ariba, Salesforce, C4C, etc. (preferred). Hands‑on exposure to at least one hyperscaler:
AWS, Azure, or Google Cloud Platform. Professional Skills Excellent client‑facing communication and presentation abilities. Ability to manage multiple stakeholders and complex engagements. Strong organizational, coordination, and problem‑solving skills. Ability to drive customer success without direct hands-on technical work.
Why Join HCLTech? Access to global clients and large‑scale digital transformation programs. Career pathways into leadership roles such as
Service Delivery Manager, Engagement Manager, or Account Manager. Employee‑first culture focused on learning, flexibility, and long‑term growth.
HCLTech is an Equal Opportunity Employer We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.