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Senior Services Engagement Engineer
hace 1 mes
**Bring out your best**
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
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 de
