Engagement Lead - South Africa

Sap Fioneer Gmbh; Gauteng; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading global finance technology firm is looking for an Engagement Lead to coordinate and manage service delivery. This role involves overseeing incident management, advocating for customer interests, and ensuring compliance with service agreements. Candidates should have a strong background in IT service delivery and excellent communication skills. Join a dynamic team that values innovation and customer satisfaction in the financial services sector.

Benefits

Competitive compensation packages

Flexible work environment

Opportunities for career progression

Qualifications

• Strong background in IT service delivery and incident management.
• Experience in banking technology transformation preferred.
• Excellent organizational and communication skills.

Responsibilities

• Serve as the main contact for scheduling On-Call Duty Services.
• Manage the allocation of team days across service periods.
• Advocate for customer during incident resolution.

Skills

IT service delivery

Incident management

Communication skills

Service level agreements understanding

Customer advocacy

Job description

Innovation is and will always be 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 it is simple : We bring financial services to the next level with innovative software solutions and platforms.

We are helping companies in the financial services industry to 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, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future!

About role

TheFioneerEngagement Lead (FEL)is a pivotal role within the SAPFioneerServices framework, responsible forcoordinating, triaging, and managing service delivery.

The FEL ensures seamless communication between the Customer and SAPFioneer, with a strong focus onservice excellence and customer advocacy.

This role not only oversees incident management and governance but also champions thecustomer's interests, ensuring their needs and expectations are consistently met.

Responsibilities

• Serve as the main contact for scheduling On-Call Duty Services, ensuring customer requests are handled promptly and efficiently.
• Manage the allocation of team days across service periods, balancing customer priorities with contractual commitments.
• Approve and coordinate transfers of quota days, ensuring compliance with contractual limits and transparency for the customer.
• Quickly assess andprioritiseincidents related to SAPFioneersoftware, advocating for swift resolution tominimisecustomer impact.
• Direct incidents to the appropriate teams, ensuring timelyescalation and proactive communication with the customer throughout the process.
• Act as the customer's voice during incident resolution, ensuring their concerns are addressed and expectations managed.
• Maintainoversight of service quotas and adherence to contractual obligations, ensuring the customer receives the full value of their agreement.
• Accurately document and store written requests for quota transfers or service scheduling, providing transparency and accountability.
• Ensure all service delivery aligns with agreed terms, including cancellation policies and after-hours support, alwaysprioritising the customer's interests.
• Act as the bridge between the Customer and SAPFioneer for all operational and support matters, fostering a collaborative partnership.
• Facilitatecommunication forEoDtasks by receiving support cases, ensuring proper documentation, and advocating for customer needs.
• Represent SAPFioneerin customer-facing governance processes, ensuring alignment with contractual obligations and championing customer satisfaction.
• Gather customer feedback and proactively identifyopportunities to enhance service delivery, advocating for changes thatbenefitthe customer.

Qualifications

• Strong background in IT service delivery, program governance, and incident management.
• Experience in banking technology transformation or enterprise ITprogrammesis preferred.
• Excellentorganisationaland communication skills, with the ability to manage multiple service streams and build strong customer relationships.
• Familiarity with contractual compliance and quota-based service management.
• Ensures effective execution of service quotas, scheduling, and incident management.
• Maintainsstrict adherence to contractual obligations and service-level agreements.
• Acts as a dedicated customer advocate, ensuring their needs areprioritisedin all service delivery activities.
• Identifiesand mitigates risks in service scheduling and incident resolution, always considering the customer's perspective.
• You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector.
• This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.
• At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo.
• You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing.
• As an employee, you will have the chance to chart your own career path and take advantage of competitive compensation packages and progression opportunities based on merit.
• This appointment will be made in accordance with our Employment Equity Plan and the company's commitment to transformation and diversity.