SAP Support Leadership Team

SAP Support Leadership Team

Below you will find some of the leaders within SAP Support, those who help bring and shape the your experience that you rely on daily.  These are the people that work tirelessly to ensure the end to end support experience is as simple and intuitive as it can be, while providing all the information required to ensure your success.  Committed to the vision to 'Delight customers. Always.', each leadership team member has her/his own unique contribution to the overall story. 

Andreas Heckmann
Senior Vice President, Head of Support Delivery, SAP Digital Business Services

Andreas joined SAP in 1999 and has held a succession of leadership roles at SAP, including regional and global management roles throughout North America, Europe and Asia. Responsibilities included SAP’s MaxAttention program, Head of SAP Support for Asia Pacific & Japan and Global SAP Alliance Management for a leading CPG company.  Now, Andreas Heckmann is responsible for SAP’s Support Delivery organization.

With the vision to “Delight customers. Always.”, Support Delivery provides end-to-end customer support, service functions and expert services for SAP’s products. Support Delivery is responsible for SAP’s ALM strategy and ALM products such as SAP Solution Manager, as well as building and operating both internal and customer facing support systems. Additional areas of responsibility include Mission Critical Support, Global Partner Support and Support Portfolio Management.

With around 4000 engineers and experts worldwide, SAP Support is present around the globe with Global Support Centres in Asia, Europe, Latin America and North America. SAP Support provides world class support services and remote engineering services along the entire customer solution lifecycle. 

Mohammed Ajouz
Senior Vice President, Global Head of Product Support at SAP

Mohammed joined SAP in the summer of 2017 as Global Head of Product Support. He is an experienced services executive, with more than 30 years’ background leading enterprise support organizations. His background includes the leadership of various enterprise support organizations at Oracle, as well as the successful transformation of support from on-premise to cloud at Skillsoft, where he led the customer support, as well as the cloud, operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective multi-faceted, innovative support to global enterprise customers. 

In his current role, Mohammed is leading the way in a transformational era of change and growth to deliver the Next-Generation Support for the digital enterprise with an award-winning support experience that delights customers. Always. He is responsible for leading and providing overall direction for Product Support ensuring customer and employee success while successfully executing on the overall SAP strategy.  He lives the SAP leadership principles while providing ongoing coaching to the Product Support leadership team as a high performing team.

Jens Bernotat
Global Vice President of Premium Engagements

Jens joined SAP in 2007 as Vice President in the Corporate Strategy Group. Here he has guided a series of high impact strategic programs for SAP, with a focus on support strategy, portfolio and offering & commercial design. From 2011 onwards, Jens was driving Strategy for Maintenance Go-To-Market, where he designed commercial transformation programs from on-premise to Cloud and multiple new support offerings. Jens has been leading SAP's global Support Portfolio since 2017.

As Head of Support Portfolio, Jens is responsible for overall and global development and expansion of SAP's Support offerings and commercial design, for all deployments, solution offerings and business lines globally. Key focus areas are a continuous expansion of customer value and success by using SAP Support offerings; designing commercial programs to move to the cloud and to Digital Transformation with SAP; and ensuring that SAP continues to offer a seamless end-to-end customer support and success experience across all SAP solutions. Making all SAP customers successful when working with SAP Support is the mission of Support Portfolio.

Yvonne Banschbach
Head of Change Leadership

Yvonne Banschbach is an Organization Development and Communications Expert Consultant at SAP who has led small to large transformations at SAP with a special focus on leadership, organization culture, innovation, post-merger integration and Design Thinking. Since starting at SAP in 2007, she has held several roles in HR until she started at Support Delivery. Yvonne studied sociology and music therapy and is a certified Organization Development and Design Thinking Coach, as well as a certified Business Transformation Manager. 

Yvonne Banschbach entered Support Delivery in January 2017 in the new role of Head of Change Leadership. In this role, it is within her responsibility to increase the speed and quality by which leaders transform their line of business in order that Support Delivery’s customers’ digital transformation can happen quicker and more successfully through a toolbox of consultancy, methodology and communication.

Jamie Bridwell
Chief Customer Officer, Support Delivery

Jamie joined SAP in 2007 through the Business Objects acquisition, where he was responsible for Business Objects Support for North America.  Since becoming part of the SAP family, he has held several roles including Global Support Head Product Support for North America, Head of Global Human Capital Management (HCM) Support, and Chief Customer Officer for worldwide SAP Support Delivery.

As Chief Customer Officer for SAP Support Delivery, Jamie is responsible for taking a customer’s view to ensure that SAP Support Delivery’s initiatives deliver measurable results on increasing customers satisfaction and enhancing/promoting loyalty. This customer-first strategy makes it easier for customers to engage with us across the entire customer journey.

Becky Doyle
Global Head, Customer Interaction Center at SAP

Becky Doyle is the Global Head of the Customer Interaction Center (CIC). The CIC is a key interface between our customers and the SAP Support organization. Available 24 hours a day, seven days a week, 365 days a year, the CIC provides our customers with an always-on central point of contact for general support queries across SAPs products and solutions. The CIC is committed to educating, empowering, and delighting our customers, always.

Becky joined SAP in 2012 through SAPs acquisition of Ariba. She joined Ariba in 2005 working in the Human Resources Department and moved to Customer Support in 2010. Throughout her tenure at SAP/Ariba, Becky’s held various roles including training, project management and leadership. She is passionate about the Next-Generation Support transformation and empowering customers through proactive service.

Becky has her Bachelor’s Degree from Pennsylvania State University and is a certified Professional in Human Resources (PHR). She is based in Galway, Ireland.

Wolfgang Eschenfelder
Senior Vice President, Global Head of Mission Control Center & Mission Critical Support

Wolfgang Eschenfelder joined SAP in 1998 in the solution management organization for public sector industries. In 2000 he moved to the support organization to build the Active Global Support Mission Critical Support worldwide where he was responsible for the management of very complex customer escalations. From 2008 to 2010 he was responsible for the Active Global Support organization EMEA. In 2011 he and his team started to build worldwide Mission Control Centers as the proactive support part for customers and premium engagements.

Wolfgang Eschenfelder is Senior Vice President in the Digital Business Services organization of SAP. He and his team are globally responsible for all Mission Control Centers (MCC) and Mission Critical Support (MCS). The mission of MCC and MCS is to support customers and the customer facing service and support roles, especially premium engagements, during the entire lifecycle with the necessary expertise and best practices. In addition, the team supports the adoption of new products at customers, collecting all major issues and driving resolutions with the respective development and delivery units. Furthermore, the team is responsible to ensure critical customer situations are under control, from production down to complex escalations. 

Helmut Fieres
Senior Vice President, Head of CXS Development, Technology & Infrastructure

Helmut joined the SAP support organization in 2004. Since the he has held several positions in the development organization of the SAP Solution Manager platform as well as the SAP service and support infrastructure and internal operations.

As head of Customer Experience & Solutions Development, Helmut is currently responsible for the SAP Solution Manager platform development of the core areas of application lifecycle management, technical operations, analytics, service planning and delivery, as well as the complementary cloud service. He is also responsible for SAP Service and Support infrastructure development and operations running SAP’s service and support processes. 

Harald Hirsch
Chief Operating Officer Product Support SAP SE

Harald joined the SAP Support organization in November 1995, supporting customers in the area of Financial Accounting. Since then he has held a number of roles including Support Team Manager, head of Global Support Center Ireland, Project manager for strategic projects and the head of the Business Suite and Technology support group.

As a Chief Operations Officer, Harald ensures that the business operations are efficient and effective and the proper management of resources and budget is conducted. As the Support Delivery organization is newly formed, the focus of his activities is to bring the different Lines of Business within Support Delivery closer together; this allows SAP to leverage benefits from excellent cooperation and aligned goal setting to 'Delight customers. Always.'

Harold Mason
Vice President E2E Product Support, Database, HANA, UX (Fiori & Mobile Technology)

Harold joined SAP’s Product Support team in 2010 as Senior Global Escalation Director/Product Support Engineering, following the acquisition of Sybase.  Since then, he has held several roles including Global Support Center Head in the U.S. focused on Database & Technology, and Vice President of End-to-End Support for Database, HANA, Fiori and Mobile Technology.

As head of end-to-end support, Harold is responsible for driving Product Support’s Next Generation Support transformation in alignment with the unique needs of our Database and Data Management customers. Harold works closely with all lines of business within SAP with a focus on continuous improvement to deliver the best results to SAP customers all around the world.

Rohan Patel
Head of Partner Support Programs and GSC UK

Rohan is the global owner for the SAP Partner Support programs and has responsibility for SAP’s Global Support teams based in London and Paris. Rohan joined SAP through the acquisition of Business Objects in 2008 where he had already developed a reputation of success in both Partner support strategy and operational execution. Rohan has held positions for SAP in both the France and the UK.

As the owner for the Global Partner programs, Rohan and his team are responsible for ensuring that the SAP Support strategy meets the needs of SAP’s indirect customer base, aligning with the strategies of both the Support Delivery organization and SAP’s Partner Strategy. With a focus on driving customer focus and simplicity, Rohan is helping to lead SAP through its cloud transformation. Ensuring a delightful customer experience.

Rohan has almost 20 years of experience in business technology taking his family from the UK to France; India and back again.

Jodi Hayes-Roth
Global HCM Cloud Support Leader

Jodi joined SAP in June 2016 and assumed leadership of the Global HCM Cloud Support group in December 2016. Jodi has 20+ years of experience in the HR software and services market, primarily in the business process optimization space. She has a passion for delivering a great customer experience by focusing on the end-to-end process and delivery model. Prior to joining SAP, Jodi was with NGA – leading the Americas Operations Delivery Organization.  She has also held global and regional leadership positions with Ceridian, ProBusiness (ADP), and PwC all primarily within the implementation and delivery areas.

Jodi leads the HCM Cloud Support team which focuses on delivering end-to-end technical support for our customers.  The team is constantly focused on innovations and improvements to enhance the customer experience by working closely with SAP SuccessFactors Product Management, Development and Operations to prevent the need to ever open up a support incident. Jodi is working to expand the channels that customers can use to access our Support Engineers and documentation, expanding self-service functionality and improving the product documentation to make it available within the product and in a simple way to consume. The team is passionate about delivering a great customer experience with every interaction. 

Tim Schlenker
Head of Strategic Communication & Branding at SAP Support

Tim has a proven track record of 20+ years of management consulting experience in leading roles and various industries to significantly influence their growth, profitability and strategic positioning by developing and putting into practice strategies for business processes and IT.

Tim joined SAP in 2006 and successfully contributed to our customers’ success with roles in teams like Business Transformation Consulting, SAP’s Corporate Strategy Group and Global IT Strategy and Operations. He is a certified SAP Business Process Expert and systemic coach. 

With his focus on SAP Support, Tim is creating and implementing communication and branding strategies to elevate SAP Support to internal and external stakeholders, most importantly about the innovative Next-Generation Support approach that is designed to providing support for the digital enterprise.

Marc Thier
Head of Customer Experience & Solutions

Marc Thier joined SAP in 1993. He held various positions in customer support and led the regional technology Center of Excellence in EMEA before taking a global role as Senior Vice President for SAP Solution Manager.

Marc leads solution management and rollout to customers and partners for Application Lifecycle Management (ALM) on premise and cloud. Products for ALM include SAP Solution Manager, Focused Solutions and the new SaaS solutions for ALM. Marc received his degree in business education and computer science in 1993 at the University of Mannheim.

Uwe Wieditz
Vice President SAP Product Support Mergers & Acquisitions

Uwe joined SAP in 1995, responsible for managing SAP’s Regional Support Center in Singapore, Asia.  From 1997 to 1998 Uwe was head of the Local Support Center in Germany and from 1999 to 2000 he set up and managed the Regional Support Center for Europe.  From 2001 to 2006 Uwe managed the Global Support Centers. In 2007 he moved on to structure and to lead the SAP Cloud Support within the Cloud Services Organization.  Before joining SAP, Uwe was responsible for Customer Support for IBM AIX/6000 and Consulting for SAP R/3 Basis Technology at IBM and SerCon GmbH.

Today, Uwe has two roles:

Uwe manages support delivery for various SAP SaaS Cloud Solutions, such as SAP Business ByDesign, SAP Hybris Cloud for Sales and Service, SAP Cloud for Travel and Expenses, SAP Event Ticketing, SAP Sports One and SAP Customer Checkout.

Uwe is in charge of Mergers & Acquisitions in Product Support, managing the integration of support operations from newly acquired companies into Product Support.