Customer Service and Support

Support 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!




Manager Support:

SAP UK is investing ¼ Billion Euro into the United Kingdom, to provide a highly secure, UK-sovereign cloud offering, where data must remain inside the United Kingdom’s borders; this is the SAP Critical Data Cloud.


What you will do:

Our launch offering will include SAP S/4HANA, SAP SuccessFactors, SAP Business Technology Platform and SAP Analytics Cloud; the portfolio will expand to include the wider Intelligent Sustainable Enterprise portfolio over time.


You will be SC cleared and will bring your experience of working with Public Sector organisations, customers recognised as being part of the UK Critical National Infrastructure (CNI) and other highly regulated industries to the role.  Working with local, regional and global teams, you will have a high sense of urgency when engaging with the customer and deliver a support experience that exceeds expectations.


Tasks will include but not limited to:

  • Manage resources, ensuring business critical incident management and customer outcomes and SAP metrics are achieved
  • Builds action plans and makes operational decisions on policies, tactics, resources critical to the business success to ensure delivery against the strategy of the Business and in conjunction with peers and identified stakeholders
  • Act as a De-escalation Manager for Top Issues and CIM, be the point of contact for the customer and SAP stakeholders
  • Review the fit and functionality of established processes and tools for improvement potential and keep them compliant with relevant standards, such as ISO, British Standards and Cyber Essentials
  • Build strategic partnerships with key decision makers in customer & partner organization


What you will bring:

We are looking for confident, self-starters with a strong focus and empathy for customers and excellent case management and escalation resolution. You will come from a Support or Consulting background and have detailed knowledge of SAP support processes, standards such as ISO 27001, ISO9001 and Cyber Essentials,


Knowledge of SaaS, PaaS and On-Premise is essential, as is an understanding of the launch SAP product portfolio.  In addition, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part of by helping to identify development opportunities and supporting team members to achieve their goals.


This is an exciting time to be involved with SAP UK and our Critical Data Cloud offering.  If you have excellent stakeholder management skills and experience of de-escalating complex customer cases in the most demanding industries, building and developing teams and working with local, regional and global teams then apply now and be involved in shaping the future. 




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: or, APJ:, EMEA:


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:329504 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time  | Additional Locations: 

Requisition ID:  329504
Posted Date:  Jun 28, 2022
Work Area:  Customer Service and Support
Career Status:  Management
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Middlesex, GB, TW148HD

Job alert

Job Segment: Cloud, ERP, SAP, Manager, Database, Technology, Management