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Senior Services Engagement Engineer

2 months ago

Zagreb, City of Zagreb, Croatia SAP Full time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

PURPOSE AND OBJECTIVES

SAP Digital Business Services is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations.

SAP Support premium engagements (SAP MaxAttention, SAP Active Embedded) are tailored solutions for the innovation, implementation, operation, and upgrade of SAP solutions. This program is the leading edge of the SAP support offerings for midsize and large customers. It is unique in the IT-market.

For the execution of our premium engagements we are looking for Technical Quality Managers (TQM) working onsite at our customer's premises. As a TQM you will act as SAP's Support front office lead within the customer's IT-organization. You will architect the service plans to the customer's needs and head the service delivery. You will be involved in the customer's SAP projects as a supervisor from SAP's point of view, thus proactively safeguarding implementations, operations, and upgrades. It will be your responsibility to create and maintain a trustful and cooperative relationship between the customer and SAP Support on project level.

EXPECTATIONS AND TASKS

  • Understand the customer's solution landscape, business processes and initiatives
  • Provide transparency about your customers status overall and maintain the project status information for the customer where you are working on
  • Identify areas of risk or for improvement overall Create detailed engagement and service plans and drive their execution
  • Being able to communicate with the development and Mission Control Center
  • Prequalification of issues & problems and raise issues
  • Support customer after going live
  • Defines content and schedule of quality gates in cooperation with the project manager
  • Responsible for quality assurance in the quality gates
  • Ensures overall completeness of migration approach, (all work areas are reflected in the project plan)
  • Coordinate involvement of SAP Support resources onsite and in the back office
  • Identify top issues, define according action plan and drive the resolution process
  • Acquire the role of a trusted SAP advisor inside the customer organization
  • Report to management and executive level
  • Be always aligned and updated with the SAP Strategy.
  • Be always curious and updated with new SAP solutions.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Bachelor's in computer science, Science, Mathematics, Engineering or similar
  • Good customer management skills
  • Proven ability to work with customers on project level Ability to communicate on Customer's C-level
  • Competencies to work with Public Sector customers
  • Preferred: SAP business process & technology skills
  • Preferred: Project management experience
  • Mandatory: fluent in Croatian and English language (German will be an advantage)

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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:

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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.