Customer Experience Consulting

Currently, I am working as a self-employed Customer Experience Consultant, helping organizations develop and implement effective Customer Experience strategies. While my primary focus is on SAP Sales and Service Cloud V2, I take a holistic approach, ensuring that businesses align their technology, processes, and customer engagement models to drive meaningful improvements in their CX landscape. My expertise in cloud-native architectures, extensibility, and early product adoption allows me to guide customers through strategic decisions, implementation challenges, and innovation opportunities, enabling them to maximize the value of their SAP solutions.

Senior Product Manager SAP Sales and Service Cloud

After the integration of Customer 360 into SAP Sales and Service Cloud V2, I transitioned into the role of Senior Product Manager in the SAP Sales and Service Cloud Foundation Team. In this position, I took on the responsibility of Global Lead for the Early Adopter Care Program for SAP Service Cloud V2, ensuring that customers adopting the new solution received the necessary support, guidance, and a direct feedback channel to improve the product. Additionally, I was responsible for managing the partner ecosystem for SAP Sales and Service Cloud V2, helping partners successfully implement and extend the platform. A key focus of my role was shaping the Extensibility Strategy, ensuring that both side-by-side and in-app extensibility capabilities met customer and partner needs. Through direct engagement with customers, partners, and internal teams, I played a crucial role in driving adoption, enablement, and innovation within the SAP Sales and Service Cloud ecosystem.

Senior Product Manager Customer360

After our team was reassigned to a new project, we were tasked with building a Customer 360 solution. During this time, I acquired Design Thinking skills, which enabled us to rapidly develop a first prototype and present it to customers for early feedback. This customer-centric approach proved to be a success, ultimately leading to the integration of the Customer 360 solution into SAP Sales and Service Cloud. In this fast-changing environment, further complicated by the pandemic, I took on various roles based on project needs. One of my key responsibilities was to attract and onboard fellows—SAP employees who voluntarily joined our team for a limited time to contribute to our project. Additionally, I was responsible for training development teams, ensuring they had the necessary knowledge and tools to build and enhance the solution. I also engaged with customers, helping them explore and test our product to ensure it met their needs effectively. This experience further strengthened my ability to adapt to dynamic challenges, drive collaboration, and foster innovation within enterprise software development.

Product Manager for C/4HANA Foundation

In 2019, I transitioned to the role of Product Manager for C/4HANA Foundation, focusing on customer enablement. A key aspect of this role was supporting early adopters of Kyma, helping them leverage the platform effectively while ensuring that their feedback was funneled back into the organization to drive continuous improvement. Additionally, I was responsible for handling escalations, working closely with customers to resolve critical issues and improve their experience with the platform. Beyond direct customer interaction, I had the opportunity to represent C/4HANA Foundation and Kyma at major industry conferences, including Cloud Native Conf, SAP TechEd, and various other smaller events, where I shared insights, best practices, and the future vision of cloud-native enterprise solutions.

Product Owner Serverless

After YaaS was discontinued, we initiated Project Kyma, where I took on the role of Product Owner Serverless. My team was responsible for developing the Function-as-a-Service (FaaS) functionality within Kyma, a Kubernetes-based platform designed to extend and integrate enterprise applications with cloud-native technologies. My primary focus was on identifying user requirements, translating them into clear product requirements, and prioritizing the backlog to ensure that development aligned with business and technical needs. Beyond my product ownership responsibilities, I was able to leverage my expertise in cloud-native development and network architectures to support the team in building a scalable and efficient serverless computing solution. This role strengthened my ability to bridge technical and business perspectives, driving innovation in cloud-native environments while ensuring the delivery of valuable, user-centric solutions.

DevOps Architect

As a DevOps Architect at Hybris, I was responsible for defining and setting up the CloudFoundry infrastructure for Hybris as a Service (YaaS) on AWS. This was SAP’s first major project running on a hyperscaler, which required not only technical implementation but also significant effort in educating and aligning different departments on how to operate in the cloud. Security, compliance, and operational teams had strict requirements, and part of my role was to bridge the gap between their expectations and the agile, cloud-native approach we were establishing. We collaborated closely with the central SAP team building the SAP BTP CloudFoundry offering, exchanging insights and learnings to improve SAP’s overall cloud strategy. This cross-team engagement provided valuable experience in enterprise cloud adoption, stakeholder management, and large-scale infrastructure deployment. Beyond the technical work, I also represented our project at international conferences, such as the CloudFoundry Summit in San Francisco, where I shared our learnings and best practices with the broader cloud community. This role deepened my expertise in cloud-native technologies, enterprise transformation, and strategic communication, further shaping my ability to drive innovation in cloud and DevOps environments.

System Engineer

At Hybris, an eCommerce platform provider that was shortly after acquired by SAP, I joined as a System Engineer in the DevOps team. My primary responsibility was to develop deployment and maintenance systems using Puppet for a Linux-based system landscape running in the Hybris datacenter. I served as the lead engineer in a distributed team with members in Munich and Montreal, which required strong coordination and communication skills. A key challenge in this role was the organizational setup: while the DevOps team was assigned to the Development department, the server landscape was managed by a central Operations team that followed ITIL-based processes, contrasting with the agile development approach of our team. My prior experience at BG-Phoenics helped me navigate these challenges, as I had a deep understanding of operations constraints and the structured methodologies used by IT operations teams. This knowledge allowed me to bridge the gap between development and operations, fostering more efficient collaboration across teams. Additionally, working with a globally distributed team across Munich and Montreal provided me with a crash course in intercultural communication and problem-solving. The differences in time zones, working styles, and cultural expectations required me to adapt quickly, find effective ways to align teams, and resolve conflicts in a way that ensured both technical success and team cohesion. This experience significantly enhanced my ability to work in international, cross-functional environments.

Apprenticeship Program Manager

In addition to my roles as Provisioning Lead and Linux System Administrator, I also took on the responsibility of coordinating trainees at BG-Phoenics. This role involved organizing their exercises and rotations, ensuring they gained hands-on experience across different departments. I also supported them in preparing for their final exams and guided them in transitioning into suitable future positions once their apprenticeships were completed. This experience allowed me to develop strong mentoring and leadership skills, as well as a deep understanding of talent development within an IT organization. It also reinforced my ability to balance technical responsibilities with people management, a skill that has been invaluable throughout my career.

Provisioning Development and Administration

As the Provisioning Lead at BG-Phoenics, I was responsible for leading a team of external resources to develop installation and configuration automation for one of the largest Java (JEE) projects in Europe at the time. Our work focused on streamlining and automating complex provisioning tasks for enterprise environments, ensuring consistency, reliability, and efficiency across deployments. This project involved working with IBM WebSphere, IBM AIX systems, Papyrus, and various other enterprise technologies. My role required deep technical expertise in system provisioning, scripting, and automation, as well as strong leadership and coordination skills to align efforts across different teams and external partners. The experience provided me with a strong foundation in large-scale IT automation, infrastructure management, and enterprise software deployment, which later proved invaluable in my work with cloud-native solutions.

Linux System Administrator

Linux and AIX Systems After completing my apprenticeship, I continued at BG-Phoenics as a Linux System Administrator, where I was responsible for managing and maintaining Linux systems and the PKI infrastructure. My role involved ensuring system stability, security, and performance, as well as automating administrative tasks to improve efficiency. I worked on configuring and monitoring Linux servers, implementing security policies, and managing certificate services within the Public Key Infrastructure (PKI). This hands-on experience not only strengthened my expertise in enterprise IT operations, security management, and automation but also served as a crucial stepping stone for my later role as Provisioning Lead. Managing Linux systems provided me with deep technical insights and problem-solving skills, which proved invaluable in leading provisioning processes and ensuring seamless system deployments in complex IT environments.

Trainee IT Operations

Apprenticeship IT Network and Integration Specialist During my apprenticeship as an IT Network and Integration Specialist at BG-Phoenics, I received structured training at Siemens Professional Education and ATIW, where I built a strong foundation in IT infrastructure, network administration, and system integration. I gained first-hand experience with ITIL practices and worked across 1st, 2nd, and 3rd level support, handling user inquiries, troubleshooting incidents, and resolving complex technical issues. My responsibilities included diagnosing and escalating problems efficiently to ensure high service availability and minimal downtime. This experience provided me with valuable problem-solving skills and a deep understanding of enterprise IT operations, which later contributed to my expertise in cloud-native architectures and customer experience solutions.