Customer Service and Support

SAP SF HXM - Technical Engagement Service Manager_Remote Returnship Program

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!



About the Program

SAP’s Returnship Program is a 20-week paid returnship targeting mid-career professionals who’ve taken a 2+ year career break for caregiving, relocation or military service. Since 2018, SAP has offered a structured returnship program because we appreciate the skills you offer, the perspective you provide, and the contributions you will make.

About the Role

SuccessFactors Customer Office (SCO) provides a single gateway into SuccessFactors services delivered by the Product, Engineering, & Cloud Operations organizations. The team fills the role of trusted advisor, responsible for providing strategic customer engagement and advocacy services on behalf of the SAP Marketing & Solutions Board Area.

In this role, you will:

Support the SCO Technical Engagement Service Manager with their field support (e.g., CEE, CSM, AE), escalation support (e.g., Incident Management, Problem Management), and customer communications (e.g., RCA, Incident Communications, Change Maintenance Announcements)

We are looking for someone who takes the initiative, perseveres, and stays curious. You like to work on meaningful, innovative projects and are energized by lifelong learning. The ideal candidate will thrive in a highly collaborative, fast-paced environment, is goal-oriented, and is a creative thinker.


Responsibilities of the position may include:


  • Maintain relationships with internal audiences and drive customer focus on all SCO initiatives
  • Quality Document Management System support.
  • Capture, document, and communicate executive summary messages for operations-related incidents to all internal and external stakeholders.
  • Develop communication strategies to effectively engage & inform a defined audience for SCO projects and initiatives.
  • Active participation in the Incident, Change, and Problem management processes to represent and provide customers with accurate and timely defined communication.

Experience / Role Requirements:


  • Work effectively in a virtual, global team and develop working relationships across the organization and cultures.
  • Language requirements: Must be fluent in English and possess excellent written and verbal communication skills.
  • Working on high-visibility incident management or issue escalation and resolution initiatives
  • Fundamental knowledge of contemporary application, mobile, and infrastructure technologies and standards.
  • Ability to convert complex technical information and translate it to business language for consumption by our customers and stakeholders.
  • Excellent analytical skills leveraging a data-driven approach.
  • Exceptional attention to detail as it relates to process and documentation.
  • Strong time management skills.
  • Working knowledge of the ITIL framework.
  • Ability to work in a fast-paced environment, handling multiple priorities.
  • Excellent critical thinking and problem-solving skills.




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, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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:
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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 358981  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Limited Full Time   | Additional Locations: Virtual - USA #LI-Hybrid

Requisition ID:  358981
Posted Date:  Nov 23, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Limited Full Time
Expected Travel:  0 - 10%

Reston, VA, US, 20191

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