Services Engagement Expert

Requisition ID: 424910
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF-3

Originial Posting Date: 06/10/25

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 understand customer’s business, organization and how that organizational structure may affect the customer’s success with SAP.

Expectations and Tasks:

Analyze current customer situation, maturity of SAP. Understand the strategic direction of the customer and the industry sector the customer is operating in. Align and refine the scope of the engagement with the customer. Define and agree with customer on engagement roadmap, innovation roadmap, focus areas and high-level delivery plan > Drive agreement on goals and key performance indicators for the engagement with the customer. Agree and implement governance model. Expedite SAP’s collaboration platform at 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. Manage engagement performance regarding delivery standards and KPIs. Drive customer retention and contract renewals. Drive positioning of SAP´s strategic initiatives and focus topics to the customer. Align, schedule, trigger, and follow-up on customer feedback (e.g. Qualtrics surveys). Involve SAP experts, as well as experts from the customer and partners. Create an action plan for rootcause analysis and resolution of the customer's issues and top issues. Prepare executive briefing. Condense issues to top issues and ensure resolution thereof according to engagement deliverables. Promote SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad. Instruct customer on SAP's Support processes to drive efficient incident resolution.

Education and Occupational Experience:

Bachelor’s degree or foreign equivalent in Engineering, Business Administration, 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 Engineering, Business Administration, 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:

• Project Management, planning and scheduling; and

• Engagement Design based on Customer’s business strategy.

• Experience must involve three (3) years in the following:

• Information Technology Service Management covering (Incident Management, Problem Management, Change Management, System Availability and Uptime, Service Catalog, System and System Performance);

• Enterprise Data Management;

• End-to-End Data Transformation Design; and

• End-to-End Data migration test design.

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 $160,480 - $272,720. 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 $200,600 - $340,900. 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