Support Team Manager

**What we offer**

**PURPOSE A**ND OBJECTIVES**

The Support Team Manager (STM) of BTP ABAP Platform will continue the great tradition of technology support as this is an area that has been supported since the creation of the Support Center in Sao Leopoldo. It will be a unique chance to add value to the practice by bringing in a fresh view and ideas.

The STM has the responsibility for a global Incident Solving team which delivers support to our international customer base. Based in Sao Leopoldo from our Support Center Brazil, leading team members from Brazil and United States, we support BTP ABAP Platform focusing on global customers and delivering service in the AMERICA time zone.

This role will report into a Product Family Head in Business Technology Platform (BTP) Portfolio. The Support Team Manager cooperates with other Support Team Managers across the world and the Support Readiness Lead (SRL) of BTP ABAP Platform and our customers.

**EXPECTATIONS **A**ND **TASKS**
- Capacity Planning and Resource Management within the team, KPI adherence of the team
- People Management of the team (with one remote sub-team in US), including Feedback / Career Development and Employee relations topics
- Break down SAP strategy to team and prepare your employees for future challenges
- Drive the execution of the Product Family/Portfolio strategy in cooperation with other STMs and SRL
- Lead and conduct changes in the team
- Processes: Responsibility to implement and to ensure the introduction, working, and optimizing of internal processes within the team
- Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of End-to-End Support Services to customers
- First point of contact for all issues within the team (incident escalation, workload, dispatching, customer, complaints )
- Delivery Schedule a Manager Service to our customers
- Collaboration with other Support teams in other SAP locations
- Collaboration with another Line of Businesses like Application Innovation Services (AIS) and/or Development
- Monitoring and driving effective communication within Support Team
- Other responsibilities dependent on business need
**EDUCATION A**ND **Q**UALIFICATIONS **/ S**KILLS **A**ND COMPETENCIES**
- University degree in computer science, business administration, or similar qualification
- People Management/leadership skills
- Remote Team Management skills
- Excellent customer focus, internally and externally
- Flexibility / proven ability to work under pressure
- Strong personality and good communications skills
- Solid escalation management skills
- Excellent organizational skills
- Sound knowledge of Product Support processes and all service and support offerings
- Deep and wide technical knowledge will be a strong advantage (SAP technology certification nicely seen)
- Self-motivated, proactive and solution-oriented
- Adaptive to changes
- Fluent in English
**Work Experience**

Ideally, experience in a similar role for at least 2 years
- Please, submit your **CV in English**. Only CVs submitted in this language will be assessed.
**OUR PLEDGE TO FLEX WORK**

At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we **pledge to flex** - providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:

- An inclusive environment in which people have options of work models**:work from home**, at the **office**, or **hybrid**, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
- Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
- A 100% trust-based workplace as the norm, not the exception.

**We are SAP**

**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.

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.

Requisition ID:330341 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time |