Field Engagement Lead - Banking

Innovation is and will always be at the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.

SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all, we bring financial services to the next level with innovative software solutions and platforms.

We help companies in the financial services industry achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.

A global company, rapid growth, innovative people, and a lean organization make SAP Fioneer a place where you can accelerate your future!

About role

In the role of Field Engagement Lead at SAP Fioneer, you are the primary customer-facing point of contact and embedded advisor responsible for driving the success of ongoing service engagements within the banking and financial services space.

Acting as a Field Engagement Specialist, you will be responsible for developing and managing customer service plans, coordinating the delivery of planned and on-demand services, and ensuring effective utilisation of contractual value in line with customer requirements. In this role you will own the operational relationship with your customers while also carrying broader strategic, executive, and financial accountability. You will coordinate cross-functional teams, safeguard service quality, lead facilitate the resolution of critical escalations and ensure that the value committed to our customers is consistently delivered. Confident in engaging stakeholders up to C-Level, you are expected to combine advisory insight, commercial awareness, and strong delivery management to turn customer needs into measurable outcomes.

Responsibilities

• Act as the dedicated customer-facing point of contact and embedded advisor for the Technical Safeguarding engagement.
• Develop and manage the service plan, including service planning, execution, contractual value utilization and adjustments.
• Coordinate internal Fioneer resources across Product Support, services and other relevant teams to meet customer requirements.
• Manage on-demand service requests and identify the appropriate functional or technical experts when additional support is required.
• Coordinate incident follow-ups, maintaining communication with Product Support and keeping the customer informed.
• Provide relevant product and service advisory based on the customer's setup, requirements and SAP Fioneer product roadmaps.
• Manage service reporting, governance, contractual utilisation and collaboration with SAP TQM where applicable.

Requirements

• Bachelor's degree (or foreign equivalent) in Computer Science, Engineering, Mathematics, or a related field plus six (6) years of relevant experience.

• 6-8 years of experience in customer engagement, service delivery management, account management, or technical consulting, ideally within banking, financial services, or enterprise software.

• Proven track record as a customer-facing lead managing ongoing service relationships.

• Demonstrated experience developing and managing service plans, including contractual value utilization and adjustments.

• Understanding of enterprise/financial software landscapes, system architectures, and solution operations.

• Experience coordinating cross-functional resources and aligning delivery to quality management frameworks.

• Experience with escalation management and resolving critical customer situations.

• Excellent stakeholder management skills, with the confidence to engage and influence up to C-Level.

• Strong advisory, analytical, and problem-solving skills.

• Commercial awareness, including the ability to manage engagement-level financials.

• Clear and effective written and verbal communication skills.

• Fluency in English. Nice to have:

• Familiarity with SAP products, services, and roadmaps.

• Working knowledge of support processes and ticketing systems (e.g., OSS tickets) and collaboration platforms.

• Experience with governance model design and KPI-driven delivery management.

• Willingness to travel for frequent face-to-face customer engagement.

Benefits

• Collaborative culture with smart people in a fast-growing company.
• Opportunity to shape the future of the financial services industry.
• Flexibility to work across different projects, markets, and areas of expertise as you grow your career.
• Fast-paced environment with an experienced team, a strong brand, and an established customer portfolio.
• Opportunity to work on complex core banking implementations and transformation engagements.
• Competitive compensation package aligned with your expertise and skills.
• This appointment will be made in accordance with our Employment Equity Plan and the company’s commitment to transformation and diversity.