Loading...
Share this Job
Consulting and Professional Services

Senior Services Engagement Engineer

What we offer

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!

 

 

Services Engagement

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 capability

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)

 

 

 

 

 

​Accountability

Responsible for delivery of outcome of assigned projects or areas of responsibility

Internally recognized senior on complex technical and business matters

Work on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions

Collaborates in devising long-term concepts

May include team lead or supervisory responsibilities

 

Complexity

contributes independently, resolves complex issues in own specialist area (e.g., cross-functional, or cross-country projects)

works independently on topics while setting priorities having sole responsibility

provides regular project status and updates

decisions/solutions can enhance essentially current and future design and strategy

enhance complex systems & processes

 

Experience

advanced technical or business skills and special knowledge in one / several areas

individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations

typically, several years’ experience with increasing amount of responsibility

Depending on LoB, has an PMI, Six Sigma, or equivalent certification

 

Communication

builds and maintains partnerships with internal and external customers and partners

contributes actively to build common ground for cooperation

communicates clear and conveying processes & policies in a way that others can understand

communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managers

 

 

 

Key Responsibilities & Tasks

The Senior Engagement Engineer works for customers with Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to establish and support a long-term engagement between the customer and SAP.  Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Senior Engagement Engineer provides advice and drives the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations. In complex environments the Senior Engagement Engineer is working in a team with more experienced colleagues.

 

Customer Understanding and Situation Analysis

Understand Customer's Business (e.g., business challenges and pain points, industry specifics)

Understand Customer Organization (e.g., Stakeholder, Implementation Partners, Service Providers)

Understand SAP at Customer (e.g., current contractual footprint, past escalations, customer feedback provided to SAP)

Support analysing current customer situation, maturity of SAP solution operations, and IT service delivery

 

Engagement Setup

Explain the scope of the engagement with the customer

Understand engagement and innovation roadmap, focus areas and high-level delivery plan

Understand goals and Key Performance Indicators for the engagement

Agree and implement governance model (e.g., Meeting Cadence, Escalation Path)

Expedite SAP's collaboration platform (SAP Solution Manager) at the customer

Explain initial action and service plan to the customer

 

Engagement Governance

Align Service Plans with the account team

Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered.

Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

 

 

 

Engagement Development

Highlight premium engagement delivery opportunities to front-office team or to manager

Support the Premium Engagement contract renewal

 

Customer Relationship Management

Establish trusted relationship with customer

Own the communication for own engineering topics between the customer's organization and SAP DBS during the engagement lifecycle

Support Capturing customer experience (reference calls, videos, success stories, etc.)

Align, schedule, trigger, and follow-up on customer feedback (e.g., Medallia Survey)

 

Engagement Management & Planning

Know the status of the Premium Engagement contract and Premium Engagement guidelines

Use the support ecosystem to find relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP delivery efficiency

Manage a long-term engagement plan based on customer's projects and top issues

React on short term needs when having to avoid issues

 

Anticipation and identification of risks and top issues

Identify & assess potential IT Issues and Risks

Provide advice on issue resolution

Involve SAP Backoffice organization, SAP experts, as well as experts from the customer and partners if deeper expertise is required

Create an action plan for resolution of the customer's issues and top issues.

Document top issues to provide transparency on status and progress throughout SAP

 

Escalation Management for critical situations

Understand importance of all issues raised, and recommendations given in SAP DBS Services

Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables

Escalate critical situations with SAP and customer top management when required

Highlight maintenance at risk situations

 

Engagement Delivery

Manage execution of the 'Engagement Plan' by aligning, scheduling, scoping, ordering and support of services contained in service plans

Prepare the customer contacts for upcoming service delivery

Prepare remote and on-site teams with customer specific information

Follow up service deliveries to ensure value realization and visibility of value delivered to customer

 

Documentation and reporting of Engagement status, action, and value

Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front-office team

Enter and update the customer's information and status in the customer's SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.

 

Expedite SAP Solution Manager as collaboration platform

Highlight the benefit of SAP Solution Manager in the customer context

Provide guidance on how to make the Solution Manager ready for delivery.

 

Internal Feedback

Provide feedback on improvement potential for SAP engagement and service delivery

 

Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) delivery

Instruct customer on SAP's Support processes to drive efficient incident resolution

Support adequate delivery of Enterprise Support or PSLE Services

Experience & Educational Requirements

 

Experience & Language Requirements

Functional Experience

Problem resolution: Ability to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches

Ability to manage Customer Solutions in top maintenance segment.

Ability to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.

Good understanding of the SAP technology and understanding of SAP Business Suite (Application)

Very good understanding of DBS tools (e.g., SAP Solution Manager) and can present and explain strategy and demonstrate capabilities to customers

Other Experience

Communication to senior management in larger companies

Learning quickly about new products or methods

Experience as an DBS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects

English: Fluent

 

Education

Bachelor’s in computer science, Science, Mathematics, Engineering or similar

 

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:306153 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Senior Services Engagement Engineer

Facility:  306153
Posted Date:  Oct 7, 2021
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Woodmead, ZA, 2148


Job Segment: Engineer, ERP, Consulting, Embedded, SAP, Engineering, Technology