Job Description

Requisition ID: 425007
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-1

Original Posting Date: 05/27/2025 

Job Title: Senior Services Engagement Engineer 

Location: Newtown Square, PA  

Work Model: Hybrid Work Model 

Purpose and Objective:   

SAP America, Inc. seeks a Senior Services Engagement Engineer at our Newtown Square, PA location to support the long-term customer engagement covering the enterprise-wide adoption, consumption, and operation of SAP centric solutions. 

Expectations and Tasks:  

Understand the customer's business (e.g. business challenges and pain points, industry specifics). Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan. Understand goals and Key Performance Indicators (KPI) for the engagement. Align action plan with the account team and other internal stakeholders as required. Support customer retention and Premium Engagement contract renewals. Align, schedule, trigger, and follow-up on customer feedback.  Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues. Escalate critical situations to SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services. Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable. Provide support with onboarding and instruct customer on SAP's Support processes to drive efficient incident resolution.  

Education and Occupational Experience:  

Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Mathematics, or related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Information Systems, Engineering, Mathematics, or related field of study and four (4) years of experience in the job offered or related occupation. 

Qualifications/Skills and Competencies Experience:  

Experience must involve four (4) years in the following:  

• SAP Enterprise Resource Planning software; 

• SAP Data Volume Management, including strategies around archiving, avoidance, summarization, and deletion;  

• Performance and Operation Optimization; 

• Technical Issue support, including assessment and strategies set up; 

• S/4HANA product knowledge to set up and guide the team to support customers’ core operation;  

• Engagement leadership for large and complex projects; 

• De-escalation support; and 

• Agile project or program management. 

Travel: Position requires up to 50% domestic and international travel to various and unanticipated client sites. 

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 $125,611- $155,125. 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 $125,611- $182,500. 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 .  

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