SAP Senior Services Engagement Engineer 

United States, Washington, Bellevue 

882664728

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 referencability
• 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
• Works 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

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

Customer Understanding and Situation Analysis

• 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

Engagement Setup

• 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

Engagement Governance

• 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 KPI

Engagement Development

• 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

Customer Relationship Management

• Establish a trusted relationship with customer
• Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle
• Capture customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning

• 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

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to SAP solutions, and associated business processes and customer initiatives
• Provide advice on issue resolution or risk mitigation
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
• Prepare executive briefing to provide background and status on high profile customer top issue(s)

Escalation Management for Critical Situations

• Understand and judge importance of all issues raised, and recommendations given to the customer
• Condense issues to top issues and ensure resolution thereof according to engagement deliverables
• Escalate and manage critical situations to SAP and customer top management when required
• Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP

Engagement Delivery

• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services
• 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
• Ensure up-to-date customer information and status is captured in respective systems
• Promote Most Relevant Supporting SAP Processes and Tools
• Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable
• Instruct customer on SAP's Support processes to drive efficient incident resolution

Training and Mentoring Tasks

• Review and participate when needed in presentations given to the customer senior management
• Give input on functional and personal skills training plan to other colleagues in the engagement

Internal Feedback

• Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings
• Provide feedback to processes and highlight improvement potential for SAP engagements

Experience and Educational Requirements

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches
• Can understand customer solution landscapes
• Understands solution landscape management and typical issues at larger enterprises
• Has a good understanding of the SAP technology, solutions, and services
• Has a very good understanding of SAP tools and processes
• Has a good understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate
• Bachelor’s degree in computer science, Science, Mathematics, Engineering or similar

We win with inclusion

Seattle
Bellevue