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
The Fioneer Engagement Lead (FEL) is a pivotal role within the SAP Fioneer Services framework, responsible for coordinating, triaging, and managing service delivery. The FEL ensures seamless communication between the Customer and SAP Fioneer, with a strong focus on service excellence and customer advocacy. This role not only oversees incident management and governance but also champions the customer'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 and prioritise incidents related to SAP Fioneer software, advocating for swift resolution to minimise customer impact.
• Direct incidents to the appropriate teams, ensuring timely escalation 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.
• Maintain oversight 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, always prioritising the customer's interests.
• Act as the bridge between the Customer and SAP Fioneer for all operational and support matters, fostering a collaborative partnership.
• Facilitate communication for EoD tasks by receiving support cases, ensuring proper documentation, and advocating for customer needs.
• Represent SAP Fioneer in customer-facing governance processes, ensuring alignment with contractual obligations and championing customer satisfaction.
• Gather customer feedback and proactively identify opportunities to enhance service delivery, advocating for changes that benefit the customer.

Requirements

• Strong background in IT service delivery, program governance, and incident management.
• Experience in banking technology transformation or enterprise IT programmes is preferred.
• Excellent organisational and 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.
• Maintains strict adherence to contractual obligations and service-level agreements.
• Acts as a dedicated customer advocate, ensuring their needs are prioritised in all service delivery activities.
• Identifies and mitigates risks in service scheduling and incident resolution, always considering the customer's perspective.

Benefits
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.

Skills Required