SAP Support Team Manager Job in Madrid, Spain

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

ROLE SUMMARY

The Support Team Manager is responsible for leading the S/HANA Procurement / C/4 HANA Product Support team as part of Global Support Center (GSC) Spain. GSC Spain is one of 10 Global Support Centers in Product Support who handle customer support inquiries through Expert Chat, Schedule an Expert or Portal Incidents, provide proactive services, and document and share relevant knowledge with customers, in order to deliver first-class support for the complete SAP portfolio. The role reports into the GSC Head of Spain with a dotted-line reporting to the Global Functional Managers (GFM) for the corresponding functional areas.

TASKS AND RESPONSIBILITIES

  • People Management (performance management/career development/employee engagement)

  • Drive and cascade strategic objectives (e.g. in the Next Generation of Support) and project and program activities to achieve mid term Business Goals

  • Ensure team achievement of business metrics (customer satisfaction, productivity, service level agreements etc)

  • Manage effective communications (regular Team meetings, communications to and from the Management Team)

  • Capacity planning and resource management

  • Processes: Responsibility to implement and to ensure the introduction, working and optimization of internal processes

  • Interface and to other Lines of Businesses from Support Delivery and peer organizations (Customer Interaction Center, Enterprise Support Advisory Center, Critical Incident Management, Solution Support, AIS, Development)

  • Drive best practices sharing and implementation

  • Single point of contact and management contact for relevant customer escalations

  • Follow up on complaints/negative customer experiences

  • Organization of training/knowledge transfer

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • University degree in economics/science/mathematics/engineering or equivalent professional experience

  • Track record of People Management/Leadership skills & capabilities

  • Excellent customer focus, both internally and externally

  • Ability to communicate effectively with individuals and teams at all levels

  • Proven ability to work well under pressure

  • Excellent organizational skills

  • Self-motivated, proactive and solution oriented

  • Knowledge of Product Support processes and support offerings preferred

  • Technical Knowledge in the relevant areas preferred

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT

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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).

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

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