Support Team Manager, Procurement

at  SAP

BRING OUT YOUR BEST

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
The Support Team Manager (STM) is responsible for overseeing and managing the support operations. They manage a team of support engineers responsible for providing assistance to customers. This role is crucial in ensuring that customer issues are addressed efficiently and that the support team operates effectively. This role involves a combination of operations, people management, and leadership skills.

Strategic Responsibilities

• Develop, coach, and mentor your direct team and empower them to understand and execute company strategy
• Be a change leader and drive the Support transformation forward by making it relevant for your team
• Build cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization
• Drive proactive, harmonized maintenance and sustenance across CS&D strategy
• Take over appropriate responsibility for customer issues, concerns, and complaints, and drive them to resolution
• Able to position complex CS&D initiatives beyond own area of responsibility and can resolve escalations
• Ensure efficient resource allocation within the currently responsible area
• Encourage appropriate risk-taking in team members in the pursuit of innovation
• Advise on established processes and tools and monitor that they are reviewed regularly for improvement potential and compliance with relevant standards, such as ISO certifications
• Lead strategic initiatives or projects successfully. Have a significant impact on the success of the broader team.
• Engage with the Support Center Network (SCN) Leadership team and STM peers
• Build strategic partnerships with key decision-makers in customer & partner organizations

Operational Responsibilities

• Ensure achievement of both team Key Performance Indicators (KPIs), as well as overall TS - Procurement KPIs
• Ensure compliance with all mandatory SAP and TS processes and training requirements
• Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
• Follow up on low Support Interaction Survey (SIS) ratings within your product area and team
• Conduct regular performance evaluations for team members and implement performance improvement plans when necessary

Customer Centricity

• Provide end-users and customers with a technology-driven, industry-leading support experience
• Foster a culture of inclusion and leadership accountability
• Build a positive and collaborative employee experience that delivers customer success
• Define and drive operational excellence

Accountability

• Manage resources, ensuring business-critical and innovative results
• Build action plans and make operational decisions on policies, tactics, and resources critical to the function’s business success to ensure delivery against strategy of the function or team
• Be accountable for annual goals established for the team or department
• Direct the activities of a team or department of professionals and support staff
• Engage in performance management

Communication

• Represent SAP to customers/partners
• Encourage and develop the team to cooperate and to freely express their opinions and formulate clear objectives, strategies, and assignments
• Lead with empathy