Senior Services Engagement Engineer

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

 

Services Engagement works with customers with Premium Engagement Contracts (such as SAP MaxAttention / ActiveAttention, SAP Active Embedded or Value Assurance), being responsible for overall orchestration of delivery of contracted services. The key objective is to establish and manage long-term engagement relations between the customer and SAP. Engagements cover the entire solution life cycle (discovery & innovation, design & build, operations).

 

Manages the delivery of relevant premium engagement services to foster successful adoption of SAP Solutions and to pro-actively prevent/ resolve critical situations, via a strong organization and network within SAP and a sound understanding of the customer situation. Provides holistic support and coordination across all SAP solutions in use by the customer, whether on-prem or cloud. Responsible for the execution of a comprehensive service plan with a focus on innovation.

 

Core tasks:

 

• Understanding the customer’s business goals and Business Analysis
• Determine Engagement Setup, Strategy & Governance Customer Stakeholder Management, including c-level interactions, with frequent face-to-face interactions
• Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs)
• Management of commercial aspects of engagements for customer satisfaction and reference ability
• Accountability for financial aspects of the customer engagement including forecast accuracy, revenue achievement, run rate, and margin
• Engagement Delivery: Definition and Coordination of services to be delivered via SAP-Organization (e.g., COE Team, etc.), including resource management & governance
• Anticipation and identification of risks and top issues, including mitigation planning
• Escalation Management for critical situations
• Documentation and reporting of engagement status SAP internal Stakeholder Management (development, services, sales)

 

Key Responsibilities & Tasks:

 

The Senior Engagement Engineer works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.

 

The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption, and operation of SAP centric solutions.

 

Based on a strong organization and peer network combined with a sound understanding of the customer the Senior Engagement Engineer manages relevant activities to pro-actively support customer initiatives and solution usage to ensure adoption and consumption. The Senior Engagement Engineer is working in an engagement with moderate complexity or together in a team with more experienced colleagues which are helping in judging situations and the creation of action plans for complex situations.

 

Customer Understanding and Situation Analysis

• Understand the customer's business (e.g., business challenges and pain points, industry specifics)
• Understand the customer organization (e.g., stakeholders, implementation partners, service providers) and how that organizational structure may affect the customer's success with SAP >
• Understand SAP's status at the customer's enterprise (e.g., current contractual footprint and adoption, past escalations, customer feedback provided to SAP and potential future footprint to meet customer needs)
• Support analysis of current customer situation, maturity of