Service Engagement Expert

Service Engagement Expert

SAP America, Inc. seeks a Service Engagement Expert at our Newtown Square, PA location to support a long term engagement between the customer and SAP including adoption, consumption, and operation of SAP centric solutions.

Expectations and tasks include analyzing current customer situation, maturity of SAP solution operations usage, and IT service delivery. Understanding the strategic direction of the customer and the industry sector the customer is operating in. Watching SAP innovation, the market and technology development to identify innovation potential for the customer. Aligning and refining the scope of the engagement with the customer. Defining and agreeing with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan. Driving agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer. Defining initial action and service plan with the customer as the starting point for the engagement. Aligning with account team to define and position collaborative service offerings from SAP. Aligning with other internal stakeholders as required. Facilitating executive meetings, providing an overview of the engagement contribution to demonstrate the value delivered. Managing engagement performance regarding delivery standards and KPIs. Within own area of responsibility identifying opportunities at the customer and creating a value proposition. Driving customer retention and Premium Engagement contract renewals. Driving positioning of SAP's strategic initiatives and focus topics to the customer. Owning and managing the customer entitlement while adhering to entitlement or contract guidelines. Knowing relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency. Defining and aligning a long-term engagement plan based on customer's projects and top issues. Managing execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services.

Education and occupational experience: Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and seven (7) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and five (5) years of experience in the job offered or related occupation.

Qualifications/skills and competencies experience must include five (5) years involving each of the following: SAP business and technical solution architectures; SAP's Enterprise Solutions, Industry Solutions, Platform Solutions, Saas Solutions or Partner Technologies; SAP HANA, S/4 HANA or SAP Business Technology Platform (BTP); leading design, implementation and change management projects; facilitating, negotiating and de-escalating in core SAP technical areas and platforms or solutions; and understanding business requirements, securing customer alignment and work delivery support teams. Position requires up to 60% domestic travel to various and unanticipated customer sites and SAP offices for customer meetings.