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Support Team Manager, Procurement
hace 2 meses
About the Role
The Support Team Manager (STM) is a critical position within the Customer Support organization at SAP. As a STM, you will be responsible for overseeing and managing the support operations for the SAP Intelligent Spend and Business Network (ISBN) product areas, including SAP Business Network, SAP Ariba, and SAP Fieldglass.
Key Responsibilities
- Develop, coach, and mentor a team of support engineers to ensure they have the skills and knowledge to provide exceptional support to customers.
- Drive the Support transformation forward by making it relevant for your team and ensuring that customer issues are addressed efficiently.
- Build cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization to ensure seamless support delivery.
- Take ownership of customer issues, concerns, and complaints, and drive them to resolution in a timely and professional manner.
- Ensure efficient resource allocation within the currently responsible area and encourage appropriate risk-taking in team members to drive 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 and have a significant impact on the success of the broader team.
Requirements
- 7+ years' professional experience, including 3+ years' experience in customer support relevant roles.
- Previous experience in a support role, preferably with experience in a supervisory or managerial capacity.
- Familiarity with customer support tools and technologies.
- Excellent communication and interpersonal skills.
- Strong experience in managing global teams to deliver customer outcomes and experiences.
- Experience in working with senior management.
- Experience in working with engineering and development is preferred.
- Customer-centric mindset with a commitment to delivering exceptional support.
- Demonstrates all management responsibilities: create the future; build a team; develop people; manage performance.
- Proven ability to execute against a business strategy.
- Managing and resolving conflicts within the team.
- Agile, with strong change management skills.
- Innovative thinking, experience in continuous improvement methodology.
- Ability to manage customer escalations.
About SAP
SAP is 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.
What You'll Bring
As a Support Team Manager at SAP, you will bring your passion for delivering exceptional support and your ability to lead a team to success. You will be responsible for driving the Support transformation forward and ensuring that customer issues are addressed efficiently. If you are a motivated and experienced professional with a customer-centric mindset, we encourage you to apply for this exciting opportunity.
