Senior Services Engagement Engineer

Requisition ID: 425007
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-1

 

Original Posting Date: 05/27/2025 

Job Title: Senior Services Engagement Engineer 

Location: Newtown Square, PA  

Work Model: Hybrid Work Model 

 

Purpose and Objective:   

SAP America, Inc. seeks a Senior Services Engagement Engineer at our Newtown Square, PA location to support the long-term customer engagement covering the enterprise-wide adoption, consumption, and operation of SAP centric solutions. 

 

Expectations and Tasks:  

Understand the customer's business (e.g. business challenges and pain points, industry specifics). Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan. Understand goals and Key Performance Indicators (KPI) for the engagement. Align action plan with the account team and other internal stakeholders as required. Support customer retention and Premium Engagement contract renewals. Align, schedule, trigger, and follow-up on customer feedback.  Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues. Escalate critical situations to SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services. Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable. Provide support with onboarding and instruct customer on SAP's Support processes to drive efficient incident resolution.  

 

Education and Occupational Experience:  

Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Mathematics, or related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Information Systems, Engineering, Mathematics, or related field of study and four (4) years of experience in the job offered or related occupation. 

 

Qualifications/Skills and Competencies Experience:  

 

Experience must involve four (4) years in the following:  

• SAP Enterprise Resource Planning software; 

• SAP Data Volume Management, including strategies around archiving, avoidance, summarization, and deletion;  

• Performance and Operation Optimization; 

• Technical Issue support, including assessment and strategies set up; 

• S/4HANA product knowledge to set up and guide the team to support customers’ core operation;  

• Engagement leadership for large and complex projects; 

• De-escalation support; and 

• Agile project or program management. 

 

Travel: Position requires up to 50% domestic and international travel to various and unanticipated client sites. 

 

This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy. 

 

Internal use only: reference code lhrs4262 

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