SAP Head of Enterprise Support & Premium Engagement-Iberia,Madrid Job in Madrid, Spain

Requisition ID: 120899

Work Area: Customer Service and Support

Expected Travel: 0 - 40%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PURPOSE AND OBJECTIVES

The Support Manager Enterprise Support & Premium Engagement (ES & PE) has responsibility for the Solution Support Team. This team runs all Support Engagements (MaxAttention, Active Embedded and Enterprise Support) with our installed base customers.

The Support Manager cooperates with all other LoBs in the local country organization.

KEY RESPONSIBILITIES AND TASKS

Overall

  • Ensure customer success, satisfaction, and referenceability for ES & PE Customers

  • Oversight of end-to-end program management and value transparency for Premium Engagements

  • Establishes and actively manages executive-level relationships with key customers stakeholdersOperational Management

  • Responsible for high quality delivery in all assigned Enterprise Support customers and all Premium Engagements

  • Drive the Digital Business Service strategy for Premium Engagements

  • Ensure value based innovation roadmaps for German Premium Engagement customers

  • Support of business development incl. customer visits

  • Ensure cross-team team work

Cooperation and Coordination

  • Regular alignment and good cooperation with

  • Services and Sales Spain

  • SAP Partners and DSAG in Spain

  • Managers of all DBS departments

  • Organize mentoring and taking over of new tasks and projects in own team

Leadership and Management Tasks

  • Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient and high quality delivery of Premium Support Services to customers

  • Performance feedback planning, review and people development for assigned team members

  • Efficient resource allocation within own responsibility area

  • Develop and explain strategy of DBS and alignment of team goals to corporate/unit strategy

  • Monitoring of and accountability for team KPIs

  • Ensure follow up activities from people development measurements

Product Expertise

  • Knowhow on SAP’s Product Portfolio EDUCATION AND QUALIFICATIONS / SKILLS

  • Master’s degree, as well as adequate career in the industry

  • Profound knowledge of the SAP Services and Support business as well as internal SAP processes

  • Seniority and excellent leadership expertise

  • Holistic overview of the SAP product and service portfolio,

  • Strategic analytical thinking and decision making skills

  • Ability to work under pressure, to manage conflict

  • Pronounced Teaming Skills

  • High customer orientation, service attitude and business acumen

  • Excellent customer focus, internally and externally

  • Thorough knowledge about Contract and Scorecard Management

  • Self-motivated, proactive and solution oriented

  • Flexibility / proven ability to work under pressure

  • Excellent organizational skills, communication and presentation skills in both Spanish and English

Professional Experienc

  • Minimum 10 years work experience in services and support, at least 5 years in a managerial role

  • Proven leadership of teams and individuals is a must

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 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 ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: Virtual - Europe