Service Engagement Expert

Requisition ID: 452898Work Area: Customer Service and SupportExpected Travel: 0 - 60%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T4PF-2Additional Locations: Original Posting Date: 06/08/26Job Title: Service Engagement ExpertLocation: Newtown Square, PAWork Model: Hybrid work modelPurpose and Objective: 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:Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery. Understand the strategic direction of the customer and the industry sector the customer is operating in. Watch SAP innovation, the market and technology development to identify innovation potential for the customer. Align and refine the scope of the engagement with the customer. Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan. Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer. Define initial action and service plan with the customer as the starting point for the engagement. Align with account team to define and position collaborative service offerings from SAP. Align with other internal stakeholders as required. Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered. Manage engagement performance regarding delivery standards and KPIs. Within own area of responsibility identify opportunities at the customer and create a value proposition. Drive customer retention and Premium Engagement contract renewals. Drive positioning of SAP's strategic initiatives and focus topics to the customer. Own and manage the customer entitlement while adhering to entitlement or contract guidelines. Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency. Define and align a long-term engagement plan based on customer’s projects and top issues. Manage 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: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; andUnderstand business requirements, securing customer alignment and work delivery support teams.Travel: Position requires up to 60% domestic travel to various and unanticipated customer sites and SAP offices for customer meetings.This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.Internal use only: reference code lhrs4262SAP:SAILEX:OUTWe help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. ​We win with inclusionSAP’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 world.SAP is committed to the values of Equal Employment Opportunity and provides 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: View email address on click.appcast.io. Requests for reasonable accommodation will be considered on a case-by-case basis. 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.Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.Compensation Range Transparency: The annual base salary range for this position is $138,400 - $235,280. SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $173,000 - $294,100. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.Additional Locations: ​ ​