Services Engagement Associate (f/m/d)

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

Purpose and Objectives

 

SAP Digital Business Services is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations.
SAP Support premium engagements (SAP MaxAttention, SAP Active Embedded) are tailored solutions for the innovation, implementation, operation, and upgrade of SAP solutions. This program is the leading edge of the SAP support offerings for midsize and large customers. It is unique in the IT-market.

For the execution of our premium engagements we are looking for Services Engagement Associates or Associate "Technical Quality Managers" (TQM) working onsite at our customer's premises and remote. As an Associate TQM you will act as SAP's Support front office lead within the customer's IT-organization. You will architect the service plans to the customer's needs and head the service delivery. You will be involved in the customer's SAP projects as a supervisor from SAP's point of view, thus proactively safeguarding implementations, operations, and upgrades. It will be your responsibility to create and maintain a trustful and cooperative relationship between the customer and SAP Support on project level. As an Associate TQM you will work together with a Lead TQM in larger engagements and starting sole responsibility in smaller engagements.
 

Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.

 

What you will do

 

• Understand the customer's solution landscape, business processes and initiatives
• Provide transparency about your customers status overall and maintain the project status information for the customer where you are working on
• Identify areas of risk or for improvement overall
• Create detailed engagement and service plans and drive their execution
• Being able to communicate with the development and Mission Control Center
• Prequalification of issues & problems and raise issues
• Support customer after going live
• Defines content and schedule of quality gates in cooperation with the project manager
• Responsible for quality assurance in the quality gates
• Ensures overall completeness of migration approach, (all work areas are reflected in the project plan)
• Coordinate involvement of SAP Support resources onsite and in the back office
• Identify top issues, define according action plan and drive the resolution process
• Acquire the role of a trusted SAP advisor inside the customer organization
• Report to management and executive level
• Be always aligned and updated with the SAP Strategy
• Be always curious and updated with new SAP solutions

 

What you bring

 

• Bachelor’s in Computer Science, Sciences, Mathematics, Engineering or similar field
• Excellent presentation and communication skills
• General Understanding of IT architectures and IT innovations like AI
• Feel comfortable to work with customers
• Preferred: SAP business process & technology skills
• Preferred: Project management experience
• Mandatory: fluent in German and English language

 

 

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

 

We win with inclusion

SAP’s culture of inclusion, focu