SAP - 's-Hertogenbosch, NB

Requisition ID: 157298
Work Area: Customer Service and Support
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.


CoEs provide high-quality support services in the framework of Premium Engagements and Enterprise Support for our customers.

Our methodology is to engage proactively and efficiently with our customers. The objective of the methodology is to holistically understand customer’s situation, and jointly defined an action plan and its benefits to improve customers’ operations and safeguard their implementation projects. CoEs develops best practice solutions and operations and establish these during delivery at our customers. This is achieved by a project based delivery approach, which is realized through the cooperation of the Innovation and Operation Control Center (ICC & OCC) at customers and the deployment room in SAP’s Mission Control Center (MCC). Foundation is the high level of application, technical and development skills of the CoE colleagues.

With our new ONE Service initiative CoEs will focus on the following key customer-centric principles:

  • Focus on customer success
  • Simplify the customer experience
  • Scale a global integrated delivery model for all services


  • Delivery ONE Service projects workstreams like Project Management, Integration and Development, Test Management or User Training
  • Brings technical or application expert knowledge into the project
  • Co-operates with the Focus TQM to answers difficult functional or technical questions and executes concrete tasks
  • Takes the full responsibility for the quality of the delivered tasks and is accountable for the success
  • Delivery Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical
  • Support (Escalations & Task forces, MCS Back office) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services and System Landscape Optimization (SLO)
  • Deliver Expert Guided Implementation
  • Delivers root cause analysis of complex situations
  • Learns to deliver onsite services as functional expert for broad area of topics
  • Leads delivery teams and takes customer project responsibilities
  • Handles critical customers
  • Actively provide customer feedback to development based on delivery 
  • Drive the development of necessary supportability features and support offerings
  • Assess the impact of business changes and product innovations
  • Manages internal service development projects
  • Delivers high-end services without tool support
  • Develops comprehensive service offerings and drives industrialization
  • Develop the expertise in their team and take ownership for all customer deliveries
  • Analysis if functional gaps in ICC
  • Execute customer developments in context of ICC
  • Establish OCCs and necessary IT processes at customers
  • Implement specific best practice operations scenarios
  • Develop trainings, specifications and documentation

Covers at least one of the workstreams of projects. Examples for workstreams are:

  • Application Process Design and Implementation
  • Definition of customer process model and execution of discovery workshop
  • Design and implement application architecture
  • Integration and Development (including Validation)
  • Take care of the integration topics like user integration, system integration and process integration
  • Architecture and Infrastructure
  • Definition of the technical architecture, landscape and underlying infrastructure
  • Provides a detailed architecture blueprint as basis for the other work streams (like General Basis Support)
  • General Basis Support
  • Setup the project and production landscape
  • Setup the software logistics, provide user access and introduce security aspects
  • Data Migration
  • Setup the migration landscape and migration tools
  • Implement rules for mapping and technical, rule-based data quality measures
  • RunSAP Like a Factory / Transition to Operations
  • Definition of the Customer target Operational model
  • Design and implementation of Incident Management and Change Management processes
  • System Landscape Optimization (Landscape Transformation Management, SAP LT based projects, SAP General Ledger Migration)

Delivers platform and application related tasks and/or service:

  • Best practice for solutions for Innovation control center (ICC)
  • Best practice for operations for Operations control center (OCC)
  • Integration Validation to orchestrate the handover from ICC to OCC

Service Development:

  • Initiate and leads new initiatives and activities for preventive services
  • Develops concepts for service / business process / product development / best practices
  • Gives feedback to development to enhance/adapt existing services, business process, products and functions
  • Builds up expert knowledge and develops support services for new products/components and ramp-up solutions
  • Adapts standard service products to customers' individual needs
  • Is driver in projects and key project member

Additional Tasks

  • Participate in internal projects driven by internal requirements
  • Train and coach other CoE Engineers
  • Organizes delivery and development activities for group of people
  • Can communicate with senior management
  • Negotiation Skills


  • General application and technology knowledge
  • Expert knowledge in development or product configuration or technology components
  • Integrates seamless in project teams and takes an active expert role


  • Executes different type of delivery activities
  • Fulfills expert role in external or internal project teams
  • Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the AGS Mission Control Center.
  • Project Management skills
  • Team lead skills
  • English: Fluent


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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