Services Engagement Expert

SAP•Bellevue, WA

10d•Hybrid

About The Position

SAP America, Inc. seeks a Services Engagement Expert at our Bellevue, WA location to support a long-term engagement between the customer and SAP. This role involves managing relevant activities to proactively support customer initiatives in complex environments and solution usage to ensure adoption and consumption. The expert will analyze current customer situations, maturity of SAP solution operations usage, and IT service delivery, aligning and refining the scope of the engagement with the customer. They will define and agree upon an engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and a high-level delivery plan, driving agreement on goals and Key Performance Indicators (KPIs) for the engagement. The role requires alignment with the account team to define and position collaborative service offerings from SAP and other internal stakeholders as required. Facilitating executive meetings and providing an overview of the engagement's contribution to demonstrate delivered value are key responsibilities. The expert will manage engagement performance regarding delivery standards and KPIs, identify opportunities at the customer, create value propositions, and drive customer retention and Premium Engagement contract renewals. They will also drive the positioning of SAP's strategic initiatives and focus topics to the customer, owning the communication for all engagement-related topics between the customer's organization and SAP throughout the engagement lifecycle. Capturing customer experience (reference calls, videos, success stories, etc.) and owning and managing customer entitlements while adhering to guidelines are also part of the role. The expert needs to know the relevant SAP delivery portfolio for accelerating adoption and maximizing customer value while supporting SAP delivery efficiency. Identifying and assessing potential issues and risks related to SAP solutions, associated business processes, and customer initiatives, and providing advice on issue resolution or risk mitigation are crucial. Creating an action plan for root-cause analysis and resolution of customer issues, managing the execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services, and following up on service deliveries to ensure value realization and visibility are expected. Regularly reporting the status of engagement deliverables, accomplishments, and value to the customer, instructing the customer on SAP's Support processes for efficient incident resolution, and reviewing and participating in presentations to customer senior management are also required. The role involves giving input on functional and personal skills training plans to colleagues and leveraging existing channels to provide feedback to the SAP organization for optimizing solutions or offerings, as well as highlighting improvement potential for SAP engagements.

Requirements

Bachelor’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, 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 Information Technology, Information Systems, Computer Science, or a related field of study and five (5) years of experience in the job offered or related occupation.
Four (4) years involving each of the following: HANA Database Administrator; Azure Architect; Project Management; and Oracle Administrator.

Responsibilities

Manage relevant activities to proactively support customer initiatives in complex environments and solution usage to ensure adoption and consumption.
Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery.
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.
Align with account team to define and position collaborative service offerings from SAP.
Align with other internal stakeholders as required.
Facilitate executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered.
Manage engagement performance regarding delivery standards and KPIs.
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 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.).
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.
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.
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.
Regularly report the status of engagement deliverables, accomplishments, and value to the customer.
Instruct customer on SAP's Support processes to drive efficient incident resolution.
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.
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.