support team manager ( night shift)SAP

What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
ROLE SUMMARY
The Support Team Manager is responsible for leading the Platform Support team at the Support Center Manila location (*This is a night-shift positon). As part of the global Product Family team, within the Portfolio People Engagement, the team handles customer support inquiries through Expert Chat, Schedule an Expert or Portal Incidents, provides and contributes to proactive services, and documents and share relevant knowledge with customers, in order to deliver first-class Product Support to our customers and partners. The role reports into the global Product Family Head.
This is a unique chance to add value and to participate by bringing in a fresh view and ideas to create our future.
TASKS AND RESPONSIBILITIES
Building & Maintain high performing teams
People Management (performance management/career development and learning/employee engagement)
Change management to drive and cascaded strategic objectives (e.g. Next Generation of Support transformation) and further project and program activities
Ensure operational excellence and team achievement of business metrics (customer satisfaction, productivity, service level agreements etc)
Manage effective communications (regular 1:1 SE meetings, regular team meetings, communications to and from the management team) Telling the story
Capacity planning and resource management
Processes: Responsibility to implement and to ensure the implementation, operation and optimization of internal processes
Interface and to other Lines of Businesses from Support Delivery and peer organizations (Customer Interaction Center, Enterprise Support Advisory Center, Critical Incident Management, Solution Support, AIS, Development), and collaboration with SC India teams and SC Head
Maintaining operational excellence
Working with and aligning with your colleagues within the product family in other regions in order to maintain global customer excellence
Drive best practices sharing and implementation
Single point of contact and management contact for relevant customer escalations
Follow up on complaints/negative customer experiences
Organization of training/knowledge transfer
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
University degree in economics/science/mathematics/engineering or equivalent professional experience
Track record of People Management/Leadership skills & capabilities
Excellent customer focus, both internally and externally
Ability to communicate effectively with individuals and teams at all levels
Proven ability to work well under pressure
Excellent organizational skills
Self-motivated, proactive and solution oriented
Knowledge of Product Support processes, tools and support offerings preferred
Technical Knowledge in the relevant areas preferred.
We are SAP
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 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. At SAP, we build breakthroughs, together.
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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: or , APJ: , EMEA: .
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:327854 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations:
The key to SAP's success? Our people.
We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.
Driven by innovation? It's in our DNA.
At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.
Got ambitious goals? Achieve them - at SAP.
Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.
There's more to it than coding.
Learn, innovate, and get rewarded. Be your best in a flexible and collaborative environment. The boldness it took to start our company is exactly what we need to keep growing it. That's why we introduced the Hasso Plattner Founders' Award - the highest employee recognition at SAP. It's awarded annually by the CEO to an individual or team whose extraordinary achievement best delivers on SAP's vision and strategy.
Driven by innovation.
SAP has continuously evolved to become a market leader in end-to-end enterprise application software, database, analytics, intelligent technologies, and experience management. Our customers are solving the world's hardest problems. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. Our vision of the future of enterprise IT is simple - software must be hyper-personalized, modular in nature, and support outcome-based business models.
Not all heroes wear capes.
The key to SAP's success? Our people. They are innovators, leaders, and all around great human beings. They come from many different countries, speak many different languages - and bring their own unique to the table.
Support Team Manager (night shift)
Facility: 327854
Posted Date: Feb 17, 2022
Work Area: Consulting and Professional Services
Career Status: Management
Employment Type: Regular Full Time
Expected Travel: 0 - 10%
Location:
Manila, PH, 1600
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SAP

Manila City, Metro Manila
Permanent
Full-time