Services Engagement Expert

Requisition ID: 425034
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF-2

Original Posting Date: 06/02/2025

Job Title: Services Engagement Expert

Location: Newtown Square, PA

Work Model: Hybrid Work Model

Purpose and Objective:

SAP America, Inc. seeks a Services Engagement Expert at our Newtown Square, PA location to establish and manage a long-term engagement between the customer and SAP related to operation and the adoption of digital innovation in SAP centric solutions.

Expectations and Tasks:

Provide advice and drive the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations even in complex environments. Play part of front-office teams in an advisory role. Understand the customer's business, organization and how that organizational structure may affect the customer's success with SAP. Analyze current customer situation, maturity of SAP solution operations, and IT service delivery. Understand the strategic direction of the customer and the industry sector the customer is operating. Align and refine the scope of the engagement with the customer. Facilitate executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered. Manage engagement performance regarding delivery standards and KPIs Engagement Development. Align, schedule, trigger, and follow-up on customer feedback (e.g. Qualtrics surveys) Engagement Management & Planning. Create an action plan for root-cause analysis and resolution of the customer’s issues and top issues. Escalate and manage critical situations with SAP and customer top management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and support of services the customer is entitled to provide feedback to processes and highlight improvement potential for SAP engagements.

Education and Occupational Experience:

Bachelor’s degree or foreign equivalent in Computer Science, Management Information Systems, 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, Management Information Systems, 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 involve five (5) years in the following:

• Optimize business processes and solution operations using Solution Manager and newer technologies including Cloud ALM;

• Resolve customer-critical situations via Go-Live and escalation support services;

• Evaluate clients’ SAP solution implementation projects to minimize potential risks;

• Delivery, assessment, and optimization of internally developed applications; and

• Provide SAP’s internal support methodologies to solve clients’ complex technical and application problems utilizing Root Cause Analysis and BackOffice techniques.

Travel: Position requires up to 40% domestic travel to various unanticipated client sites, primarily in CA, CO, and GA.

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 lhrs4262

SAP:SAIL

EX:OUT

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 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: Careers@sap.com.

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.