Service Engagement Expert

About the Position

SAP America, Inc. seeks a Service Engagement Expert to support a long-term engagement between the customer and SAP, including adoption, consumption, and operation of SAP centric solutions, in Newtown Square, PA.

Responsibilities

• Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery.
• Understand the strategic direction of the customer and the industry sector the customer is operating in.
• Watch SAP innovation, the market, and technology development to identify innovation potential for the customer.
• Align and refine the scope of the engagement with the customer.
• Define and agree with the customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan.
• Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer.
• Define initial action and service plan with the customer as the starting point for the engagement.
• Align with account team to define and position collaborative service offerings from SAP.
• Align with other internal stakeholders as required.
• Facilitate executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered.
• Manage engagement performance regarding delivery standards and KPIs.
• Within own area of responsibility, identify opportunities at the customer and create a value proposition.
• Drive customer retention and Premium Engagement contract renewals.
• Drive positioning of SAP's strategic initiatives and focus topics to the customer.
• Own and manage the customer entitlement while adhering to entitlement or contract guidelines.
• Know the relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value while supporting SAP delivery efficiency.
• Define and align a long-term engagement plan based on the customer’s projects and top issues.
• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services.

Requirements

• Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and seven (7) years of progressive post-baccalaureate experience in the job offered or related occupation.
• Alternatively, a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and five (5) years of experience in the job offered or related occupation.
• Experience must include five (5) years involving each of the following:
  • SAP business and technical solution architectures
  • SAP’s Enterprise Solutions, Industry Solutions, Platform Solutions, SaaS Solutions, or Partner Technologies
  • SAP HANA, S/4 HANA, or SAP Business Technology Platform (BTP)
  • Leading design, implementation, and change management projects
  • Facilitating, negotiating, and de-escalating in core SAP technical areas and platforms or solutions
  • Understanding business requirements, securing customer alignment, and work delivery support teams

We Offer

• Competitive salary range: $138,400 - $235,280 annually
• Targeted combined range: $173,000 - $294,100 annually
• Hybrid work model
• Opportunity for up to 60% domestic travel to various and unanticipated customer sites and SAP offices for customer meetings
• Employee Referral Program eligibility
• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed

About the Company

At SAP, we help the world run better and keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected]. Requests for reasonable accommodation will be considered on a case-by-case basis.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

For information on the responsible use of AI in our recruitment process, please refer to our 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.