Customer Service and Support

Senior Engagement Engineer

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!

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 in order to foster PE-business,
  • Determine Engagement Setup, Strategy & Governance of comprehensive Premium Engagement Service delivery,
  • Customer Stakeholder Management, including c-level interactions, with frequent face-to-face interactions to ensure best-in-class delivery from SAP,
  • Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs) in order to deliver a comprehensives and competitive PE-Service Plan,
  • Management of commercial aspects of engagements for customer satisfaction, and referencability for PE commercials and budget reporting,
  • 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).


Experience and Skills

  • successful track-record serving as CIO and COO on customers' side in large international companies,
  • excellent understanding of SAP-customers’ expectations and requirements by proven knowledge of how to build a sustainable IT-strategy,
  • proven track-record in approaching business issues and how IT solutions and IT services can provide best-in-class added value,
  • transparent and trust wise experience in development and the execution of various business and IT strategies (e.g. massive business expansion or new business lines launches, digital transformation and operations optimization), 
  • Experience in diverse industries and functional domains, including but not limited to IT, Banking, Insurance, Retail, Automotive, Manufacturing, Fintech,
  • deep understanding of wide range of industries and ability to talk to business (including Cx level) to show deep understanding of business needs,
  • track-record in working in different business environments (fast growing, organic growth, M&A, shrinking, financial turmoil as in 2008 and 2014, etc.)
  • Experiences in organization transformation, digital transformation program and M&A,
  • Having solid IT and Project Management background focused on delivery of effective and customer oriented Operations, IT and Customer Service organizations
  • strong culture of customer focus, planning and risk management and services delivery.

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.

Requisition ID: 339502  | Work Area: Customer Service and Support  | Expected Travel: 0 - 50%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid

Requisition ID:  339502
Posted Date:  Jun 19, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 50%

Zürich-Flughafen, Zurich, CH, 8058

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