Service Engagement Expert

Requisition

Work Area:
Customer Service and Support

Expected Travel: 0 - 60%

Career Status: Professional

Employment Type:

Regular Full Time

Career Level:

T4PF-2

Additional Locations:

Original Posting Date: 06/08/26

Job Title:

Service Engagement Expert

Location:

Newtown Square, PA

Work Model:
Hybrid work model

Purpose 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; and

* Understand 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