Senior Services Engagement Engineer

The Senior Engagement Engineer works for customers with Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to establish and support a long-term engagement between the customer and SAP.  Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Senior Engagement Engineer provides advice and drives the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations. In complex environments the Senior Engagement Engineer is working in a team with more experienced colleagues.
 
Customer Understanding and Situation Analysis:

•    Understand Customer's Business (e.g. business challenges and pain points, industry specifics)
•    Understand Customer Organization (e.g. Stakeholder, Implementation Partners, Service Providers)
•    Understand SAP at Customer (e.g. current contractual footprint, past escalations, customer feedback provided to SAP)
•    Support analyzing current customer situation, maturity of SAP solution operations, IT service delivery and transformation to intelligent, sustainable enterprise opportunities

Engagement Setup:
•    Explain the scope of the engagement with the customer
•    Understand engagement and innovation roadmap, focus areas and high-level delivery plan •    Understand goals and Key Performance Indicators for the engagement
•    Agree and implement governance model (e.g. Meeting Cadence, Escalation Path)
•    Expedite SAP's collaboration platform (Cloud ALM) at the customer
•    Explain initial action and service plan to the customer

Engagement Governance
•    Align Service Plans with the account team
•    Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered. •    Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

Engagement Development
•    Highlight premium engagement delivery opportunities to front-office team or to manager
•    Support the Premium Engagement contract renewal

Customer Relationship Management
•    Establish trusted relationship with customer
•    Own the communication for own engineering topics between the customer's organization and SAP CSS during the engagement lifecycle  •    Support Capturing customer experience (reference calls, videos, success stories, etc.)
•    Align, schedule, trigger, and follow-up on customer feedback (e.g. Medallia Survey)

Engagement Management & Planning
•    Know the status of the Premium Engagement contract and Premium Engagement guidelines
•    Use the support ecosystem to find relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP delivery efficiency •    Manage a long-term engagement plan based on customer's projects and top issues
•    React on short term needs when having to avoid issues 

Anticipation and identification of risks and top issues
•    Identify & assess potential IT Issues and Risks
•    Provide advice on issue resolution •    Involve SAP Backoffice organization, SAP experts, as well as experts from the customer and partners if deeper expertise is required
•    Create an action plan for resolution of the customer's issues and top issues.
•    Document top issues to provide transparency on status and progress throughout SAP

Escalation Management for critical situations 
•    Understand importance of all issues raised, and recommendations given in SAP CSS Services
•    Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables •    Escalate critical situations with SAP and customer top management when required
•    Highlight maintenance at risk situations

Engagement Delivery
•    Manage execution of the 'Engagement Plan' by aligning, scheduling, scoping, ordering and support of services contained in service plans
•    Prepare the customer contacts for upcoming service delivery •    Prepare remote and on-site teams with customer specific information
•    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 or the front-office team
•    Enter and update the customer's information and status in the customer's SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.

Expedite SAP Solution Manager as collaboration platform
•    Highlight the benefit of SAP Solution Manager in the customer context
•    Provide guidance on how to make the Solution Manager ready for delivery.

Internal Feedback
•    Provide feedback on improvement potential for SAP engagement and service delivery
•    Plan and forecast revenue based on service plan and delivery execution

Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) delivery
•    Instruct customer on SAP's Support processes to drive efficient incident resolution
•    Support adequate delivery of Enterprise Support or PSLE Services

Work experience
•    Minimum of 6 years of SAP experience
•    Minimum Job Experience: 8-10 Years

Other Skills
Communication to senior management in larger companies
Good understanding of the SAP technology and understanding of SAP Business Suite (Application) and SAP Basis •    Cloud architecture/hybrid
•    Transformation support (OnPrem => Cloud) 
•    Data management
•    Information security
•    IT operations & change management
•    Business process & process map
•    Integration & extensibility (Business Technology Platform)

English: Fluent

Education
Bachelor in Computer Science, Science, Mathematics, Engineering or similar
SAP Netweaver or other SAP certification