Senior Cloud Exception Management Process Specialist

Senior Cloud Contract Exception Management Process Specialist

Senior Cloud Contract Exception Management Process Specialist at SAP

GCF’s mission is to support our Customer Success organization with a holistic deal support experience, delivering end-to-end Commercial Finance Services, to ensure that our customer success is sustained for the long term through high quality, profitable and compliant commercial contracts.

In the workstream of Cloud Contract Exception Management, we will establish an extended team to support our core team in delivering against critical sales support targets. The team will be responsible for Cloud Contract Exception Management compliance review, process enhancement and operational governance. It will drive standards adoption and quality initiatives within the cross-product operations scope for all SAP cloud products.

• Review exception requests, swiftly and thoroughly for standards and guardrails compliance
• Drive programs for contract exception approval automation and to significantly reduce risk
• Prepare consumable and audience-appropriate content for enablement and validation of our stakeholders
• Define and implement controls, verify that evidence is collected and documented centrally by cloud products
• Ensure contract adherence to established product operations standards.
• Improve review times, review completion rate, automation degree, … with LoB/product specific operations teams
• Support sales and field escalations with regards to quote completion and delivery
• Manage key messaging related to standard and exceptional cloud contract clauses
• Identify and drive process improvement projects/initiatives
• Enable sales teams on potential risks and pitfalls
• Support audit controls/findings related to contract exceptions management process

• Master’s degree preferred, minimum Bachelor’s degree
• In-depth understanding of SAP’s business and market position related to SAP’s cloud product offering
• Excellent analytical skills, i.e., being able to grasp and structure complex problems and perform conceptual work
• Ability to deliver highest quality work under time constraints and in rapidly changing environments
• Highest level of flexibility, integrity, and confidentiality
• Strong focus on customer and employee experience and their continuous improvement
• Ability to deep dive into topics to gain a full understanding of our complex processes and scenarios
• Experience in collaborating with various cultures across multiple time‑zones

• 5-8 years of experience in contract reviews and presenting the legal overview in a clear manner. Being able to handle a large volume of legal review requests
• Knowledge of SAP products and services would be useful
• Work experience in business management, technical operations management/process design, or related field required
• Strong knowledge of JIRA, Harmony Quote, CRM, and other work management systems, required
• Experience in day‑to‑day interaction with multiple stakeholders across various time‑zones and driving initiatives across board areas
• Knowledge and experience with SAP cloud portfolio, sales processes, and customer cloud operation
• Strong skills Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook), and willingness to learn new applications
• Strong sense of urgency and experience managing risk and an open‑minded personality
• Proactive and independent working style, goal‑orientation, and affinity to structure
• Excellent verbal and written communication skills in English.
• Proven success in engaging people from different cultures, languages, and regions
• Broad understanding of SAP’s strategy, organizational structure, and SAP solutions
• Ideally experience in operations of one or more cloud products

• Manage and coordinate contractual exception reviews of cloud contracts.
• Work according to the best practices, actively addressing process improvement areas.
• Consult as needed with other business and functional units to facilitate the review processes.
• Negotiate and align complex operational topics across all SAP (Systems Applications Products) Cloud LoBs…