Requisition ID: 452715
Work Area: Customer Service and Support
Expected Travel: 0 - 60%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF-1

Original Posting Date: 04/27/2026

Job Title: Services Engagement Expert

Location: Bellevue, WA

Work Model: Hybrid Work Model

Purpose and Objective:

SAP America, Inc. seeks a Services Engagement Expert at our Bellevue, WA location to support a long-term engagement between the customer and SAP.

Expectations and Tasks:

Manage relevant activities to pro-actively 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. 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 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.

Education and Occupational Experience:

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.

Qualifications/Skills and Competencies Experience:

Experience must include four (4) years involving each of the following:

• HANA Database Administrator;

• Azure Architect;

• Project Management; and

• Oracle Administrator.

Travel: Position requires up to 60% domestic travel to SAP offices in Palo Alto, San Ramon, San Francisco, and Seattle to attend strategic customer meetings and discussions and advise on application lifecycle management and SAP proprietary Premium Engagement services.

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

Additional Locations:

Requisition ID: 452715

Posted Date: Jun 24, 2026

Work Area: Customer Service and Support

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 60%

Location: