SAP Support Team Manager - External Workforce 

Bulgaria, Burgas 

534001125

What you’ll do

Operational Responsibilities
· Ensure achievement of both team Key Performance Indicators (KPIs), as well as overall TS - Procurement External Workforce KPIs · This includes Employee Engagement, Customer Effort/Customer Satisfaction, Time2Solve, SLA Compliance, Productivity, KCS Contributions, and others · Ensure compliance with all mandatory SAP and TS processes and training requirements

· Ensure queues and shifts are staffed with the right team members (skills and quantity) as needed
· Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
· Follow up on low Support Interaction Survey (SIS) ratings within your product area and team
· Conduct regular performance evaluations for team members and implement performance improvement plans when necessary

Strategic Responsibilities
· Develop, coach, and mentor your direct team (10-15 team members) and empower them to understand and execute company and technical support strategy · Be a change leader and drive the Support transformation forward by making it relevant for your team
· Build cross-functional relationships with Customer Success, Engineering, Product Success, and the broader Customer Services & Delivery (CS&D) organization, especially in your respective region/time zone
· Drive proactive, harmonized maintenance and sustenance across CS&D strategy
· Take over appropriate responsibility for customer issues, concerns, and complaints, and drive them to resolution
· Able to position complex CS&D initiatives beyond own area of responsibility and can resolve escalations
· Ensure efficient resource allocation within the currently responsible area
· Encourage appropriate risk-taking in team members in the pursuit of 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. Have a significant impact on the success of the broader team.
· Engage with the Support Center Network (SCN) Leadership team and STM peers
· Build strategic partnerships with key decision-makers in customer & partner organizations

· Provide end-users and customers with a technology-driven, industry-leading support experience · Foster a culture of inclusion and leadership accountability
· Build a positive and collaborative employee experience that delivers customer success
· Define and drive operational excellence

· Manage resources, ensuring business-critical and innovative results · Build action plans and make operational decisions on policies, tactics, and resources critical to the function's business success to ensure delivery against strategy of the function or team
· Be accountable for annual goals established for the team or department
· Direct the activities of a team or department of professionals and support staff
· Engage in performance management

· Represent SAP to customers/partners · Encourage and develop the team to cooperate and to freely express their opinions and formulate clear objectives, strategies, and assignments
· Lead with empathy

What you bring

· 5+ 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
· Preferably, 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
· Experience in handling customer issues and understanding the impact of the issues on the customer’s business
· 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

· Preferably product and technology know-how of the SAP Fieldglass solution portfolio

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