Engagement Manager: Premium Engagement

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP Australia are looking for an Engagement Manager to join our Canberra-based Services team. This is an exciting opportunity to work with a globally recognised business software leader to help our customers on their business transformation journey to the Cloud and the Intelligent Enterprise.

As the Specialist Engagement Manager your focus will be on delivering SAP Premium Engagement service to customers in Australia. The key objective is to establish, drive and support a long-term partnership between the customer and SAP which ensures that the customer realises the expected value and outcomes out of their investment in SAP technology. Engagements cover the entire solution lifecycle (discovery & innovation, design & build, operations). You work will contribute towards helping our society and businesses run better and improving peoples' live

Please note this role is base in Canberra and applications from Canberra is preferred.

Candidate must have the ability to obtain and maintain an Australian Government Security Clearance.

The role will involve:

• You will understand the customer business, organization, strategy, and IT roadmap, establishing yourself as a Trusted Advisor with the key decision makers both from the Business and IT.
• You will own the SAP Premium Engagement services contract and its successful renewal: setting up the Engagement and its Governance, developing and scoping service plans, resourcing and project-managing services delivery, achieving customer outcomes, and managing contract financials and renewal activities.
• You will drive the resolution of Top Risks & Issues and critical customer escalations, engaging appropriate customer and partner stakeholders, SAP product support, Engineering teams, and De-Escalation experts as necessary.
• You will own customer satisfaction and referenceability, aligning and triggering customer surveys, actioning feedback from survey results, and acting as customer advocate within the SAP Organisation. You will develop a joint plan towards the customer becoming a reference, and you will drive the creation of reference assets.
• You will contribute to the overall account strategy as part of the Virtual Account Team, identifying growth opportunities, participating in account planning, and working collaboratively across all SAP teams engaged on the account.
• You will prepare and present value realisation and operational status reports to the customer; and perform the associated internal reporting and governance activities.
• You will have the opportunity to participate in internal projects that match your career aspirations at SAP. You will actively contribute to the Premium Engagement Services community in ANZ and act as a mentor to less experienced members of the team.

What we are looking for

• You are a curious, proactive person with desire to explore your full potential
• You thrive in a complex, fluid, constantly changing environment
• You are effective working as part of a diverse, multi-cultural, virtual team
• You show good levels of resilience and stay calm under pressure in difficult situations
• You demonstrate strong customer focus and empathy. You enjoy helping others to achieve their objectives and outcomes.
• You can communicate effectively with senior stakeholders in large companies.
• You have business mindset and can understand all functions within a typical business
• You are a good problem solver and decision maker who considers creative options, seeks diverse perspectives, and aligns with key stakeholders first before taking decisive action.
• You have a good understanding of the underlying business software and Cloud technologies and business models
• Minimum 5 years relevant professional experience
• Bachelor in Computer Science, Science, Business, Commerce, Engineering or similar

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 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 email with your request to Recruiting Operations Team: Careers at 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.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. The guidelines apply to the recruitment process; violation may result in disqualification from the hiring process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 435639 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid