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Consulting and Professional Services

Support Team Manager

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

 

 

The Support Team Manager is responsible for leading an SAP Application Lifecycle Management (ALM) Support team at the Support Center Spain in Madrid. As part of the global ALM & Support Portal Product Family team, within the Portfolio Customer Experience, the team handles customer support cases through Expert Chat, Schedule an Expert or written tickets, provides and contributes to proactive support services, and documents and share relevant knowledge with customers, in order to deliver first-class Product Support to our customers and partners. The role reports into the global Product Family Head.
This is a unique chance to add value and to participate by bringing in a fresh view and ideas to create our future.

 

TASKS AND RESPONSIBILITIES 

  • People Management (performance management, career development and learning and employee engagement).
  • Change management to drive and cascade strategic objectives and further project and program activities.
  • Responsibility to ensure the implementation, operation and optimization of internal processes
  • Ensure operational excellence and 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). Listen openly and attentively to fully understand ideas and opinions within the team.
  • Build psychological safety in the team. Encourage and develop the team to cooperate and to freely express their opinions.
  • Interface to other Lines of Business from SAP Customer Solution Support and Innovation (CIS) and other peer organizations (CIS Customer Experience and Solutions, CIS Mission Control Center (MCC), Customer Interaction Center) and collaboration with Support Center Network (SCN)
  • Follow up on complaints/negative customer experiences.
  • Lead a continuous learning culture by coaching and mentoring employees.
  • Look for opportunities to recognize employees directly and provide just-in-time feedback.
  • As a people manager, you are responsible for supporting the success of not only of direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer managers.

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES 

  • Education: University degree in economics/science/mathematics/engineering or equivalent professional experience
  • Language: Fluent English
  • Requires 10+ years of overall experience and experience in Product Support preferred
  • Track record of People Management/Leadership skills & capabilities
  • SAP Flagship Leader Programs
  • Coaching Certification
  • Change Management Certification
  • Excellent customer focus, both internally and externally
  • Ability to communicate effectively with individuals and teams at all levels
  • Excellent organizational skills, self-motivated, proactive and solution oriented
  • Knowledge of Product Support processes, tools and support offerings preferred

 

 

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

 

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

 

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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.

 

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

 Requisition ID:305888 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time  | Additional Locations: 

Support Team Manager

Facility:  305888
Posted Date:  Oct 6, 2021
Work Area:  Consulting and Professional Services
Career Status:  Management
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Madrid, ES, 28043


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