Melissa Riley
West Chester, PA,PA
Summary
Dynamic leader with extensive experience at SAP, driving cloud engineering excellence and customer success. Achieved a 25% reduction in service degradation while enhancing operational efficiency. Expert in cloud solution strategy and team development, fostering high-performance cultures that prioritize quality and compliance. Proven track record in implementing ITIL best practices and improving customer satisfaction.
Overview
2026
2026
years of professional experience
6
6
Certification
Work History
Solution Architect - Integration and Database Technologies
SAP
Newtown Square, PA
- Provided solution architect support to premium engagement customers onsite and remotely. Contributed pertinent insights to Global Enterprise Technology management teams to enhance quality and advance business goals. Implemented Enterprise Service delivery in accordance with Statement of Work (SOW), Best Practice guides/processes, System Integration Documents, Network Design Workbooks, and/or Engagement Overviews.
- Collaborated with Customers to troubleshoot and resolve deployment and integration challenges.
- Fostered robust working relationships with internal & external stakeholders to champion and promote the deployment service value proposition.
Regional Head Cloud Delivery Engineering
SAP Enterprise Cloud Services
Newtown Square, PA
07.2024 - Current
- Performed regular reviews of operational performance metrics against established benchmarks.
- Provided guidance on strategic planning initiatives aimed at increasing revenue streams in the region.
- Resolved customer escalations quickly and efficiently while maintaining positive relationships.
- Cultivated development of high-performing teams by implementing inclusive work culture focused on individual and team development.
- Developed and implemented strategies to reduce costs, improve efficiency, and increase customer satisfaction in the region.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Attended weekly meetings to discuss and optimize strategies.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Vice President, Cloud Engineering
SAP
Newtown Square, PA
01.2023 - 07.2024
- Attained a remarkable 25% decrease in service degradation through the implementation of monitoring tools. Pioneered a team of experts in devising and launching secure cloud solutions tailored for ITAR, FedRAMP, and NIST compliant clients and environments.
- Heightened operational efficiency and elevated customer success by developing and refining standards, policies, and workflows.
- Achieved 40% reduction in customer escalations and downtime by introducing cutting-edge processes and technologies.
- Collaborated with executive team members on major decisions regarding company-wide initiatives.
- Provided oversight of all departments in order to ensure smooth operation of daily activities.
Vice President Secure Cloud Engineering
SAP NS2
Newtown Square, PA
01.2019 - 01.2023
- Developed and managed tools and automation to ensure on time delivery of quality solutions guaranteeing compliance with contract/project specifications. Directed a high-performing team of 80+, fostering ongoing enhancement in quality and operational metrics.
- Boosted customer adoption by 20% through the management of complex solutions.
- Developed and oversaw the Quality and Release Management Organizations to support the deployment and management of SAP Cloud and on-premise solutions for FedRAMP, DoD, and ITAR Commercial environments.
- Demonstrated expertise in FISMA, FedRAMP, NIST compliance requirements, and IT Audit, Privacy, and security processes.
Vice President Customer Support
SAP
Newtown Square, PA
01.2016 - 01.2019
- Led a team of 100+, cultivating a high-performance culture and environment. Enhanced transparency and trust with customers through direct communications for updates. Implemented continuous monitoring programs for customer solutions to ensure security and risk compliance measures were met.
- Increased 25% in revenue through Key Account Partnerships.
- Enhanced customer satisfaction levels and business performance by driving improvement strategies and analyzing complaints to design effective customer service strategies, increasing adoption, and fostering strategic partnerships.
Senior Director Customer Support
SAP
Newtown Square, PA
01.2015 - 01.2016
- Managed customer support, customer advisory and premium support programs for critical customers with security requirements.
- Achieved Overall Customer Satisfaction and Customer Success.
- Established and supervised programs and procedures to ensure timely delivery of Customer Solutions, achieving customer service goals, and minimizing critical escalations.
- Developed and executed secure digital compliance strategies in alignment with NIST and FedRamp security postures.
- Orchestrated the implementation of ITSM and CSM solutions within ServiceNow to enhance customer support and streamline account management processes.
- Managed relationships with Senior Account Management and Executive stakeholders.
Education
Bachelor of Science - Management Information Systems
Widener University
Skills
- Customer Success Leadership
- Team Leadership & Development
- Service Quality Enhancement
- Cloud Engineering Management
- Incident Management
- Process Improvement
- Operational Efficiency Improvement
- ITIL Best Practices Implementation
- Cloud Solution Strategy & Deployment
- SAP HANA
- ServiceNow
- Oracle
- JIRA
- SAP SuccessFactors
- SAP BTP
- SAP SAC
- SAP Supply Chain Collaboration
- Cloud Computing Hyperscalers: Azure, AWS, GCP
- Compliance management
- Quality assurance processes
- Cloud solution architecture
Accomplishments
- Engineered a comprehensive Global Strategy to enhance application and platform stability and performance.
- Established a Solution Centric Back-office to oversee critical customer solution deployment from blue-print to Go-Live, resulting in a 15% increase in customer satisfaction rates and a 20% rise in adoption rates.
- Cultivated and empowered high-performance teams, fostering a culture of innovation and continuous improvement.
Certification
- SAP S/4HANA System Administration
- C_DBADM Certified Associate - HANA Administration
- SAP BTP100
Timeline
Regional Head Cloud Delivery Engineering
SAP Enterprise Cloud Services
07.2024 - Current
Vice President, Cloud Engineering
SAP
01.2023 - 07.2024
Vice President Secure Cloud Engineering
SAP NS2
01.2019 - 01.2023
Vice President Customer Support
SAP
01.2016 - 01.2019
Senior Director Customer Support
SAP
01.2015 - 01.2016
Bachelor of Science - Management Information Systems
Widener University
Solution Architect - Integration and Database Technologies
SAP
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