About the Role
Due to retirement, we are seeking an experienced Head of SAP Support Services to lead our SAP Support Centre and oversee the delivery of exceptional support services to our customers. This role is central to ensuring the smooth operation of our SAP support function, driving service excellence, and maintaining trusted customer relationships.
As the leader of our SAP Support Centre, you will be responsible for managing the performance of the support team, ensuring effective resolution of incidents and service requests, and continuously improving service delivery. You will also act as Service Delivery Manager for key customers and Account Manager for selected clients, building strong relationships and ensuring their SAP systems are optimised to meet business needs.
Key Responsibilities- Lead and manage the SAP Support Centre team, including application and technical specialists.
- Own the delivery of SAP support services across public cloud, private cloud, any-premise and on-premise.
- Serve as Service Delivery Manager for key customers, ensuring SLA compliance and proactive service improvements.
- Act as Account Manager for assigned customers, developing strong relationships and identifying opportunities for added value.
- Oversee incident, problem, change, and release management processes.
- Ensure continual service improvement through monitoring, reporting, and feedback.
- Drive knowledge sharing and skills development within the support team.
- Collaborate with sales, consulting, and project teams to ensure seamless customer experience.
- Proven experience in managing SAP application and technical support services.
- Strong knowledge of SAP S/4
HANA (cloud and on-premise) and SAP ECC environments. - Demonstrated leadership skills with experience managing support teams.
- Customer-focused mindset with strong service delivery and account management expertise.
- Excellent communication, stakeholder management, and problem-solving skills.
- ITIL knowledge or certification desirable.
- Lead a high-performing SAP support organisation with a strong customer base.
- Opportunity to shape the future of SAP support services across multiple environments.
- Collaborative and supportive company culture.
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