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Stefan Steinle is responsible for managing SAP’s Global Customer Support organization.
The organization guides SAP’s customers through their individual digital transformations, powered by platforms for end-to-end lifecycle management and smooth transitioning to the cloud. Customers are empowered to unlock SAP innovations through an integrated, streamlined application and content lifecycle, delivered through the cloud.
To safeguard every single customer throughout their journey, the support organization delivers a unified customer support experience across all SAP applications and a world-class service for mission-critical processes and critical events.
Finally, Global Customer Support collaborates closely with engineering units to support development and quality improvement. With over 7,000 experts, Global Customer Support has distributed teams across the globe – with locations in Asia, Europe, Latin America, and North America.
Stefan is vocal about transformation that ‘sticks’ – bringing cultural transformation in lockstep with digital transformation. He firmly believes that groundbreaking innovation comes from passionate people empowered by leaders investing in diverse and inclusive teams that are working in an exciting environment.
Stefan joined SAP in 2000. Before heading Global Customer Support, he was COO & Head of Strategy of the SAP Product Engineering board unit, powering SAP’s engineering teams to deliver the world’s #1 business software. Prior roles were Head of SAP Globalization Services, COO of SAP’s Global Business Operations board area, and serving former executive board member Gerhard Oswald as Executive Board Assistant, Chief of Staff, and Head of Operations. In his first ten years at SAP, Stefan worked as a consultant, overseeing large implementation projects at multinational companies.
Stefan looks back on over 20 years of experience in the enterprise software industry. He holds a diploma in Industrial Engineering and Management from the University of Karlsruhe, Germany.
With over three decades of global experience leading enterprise support organizations, Mohammed brings deep operational expertise and a sharp focus on innovation to his role as Global Head of Technical Support at SAP.
Since joining the organization, Mohammed has been at the forefront of modernizing SAP’s support strategy to meet the demands of a fast-evolving digital landscape. He is driving a transformation that centers trust, scalability, and simplicity – ensuring that SAP’s Real-Time Support not only resolves issues faster but actively reduces effort for both customers and support engineers. His vision includes the intelligent use of technologies like agentic AI to enhance proactive guidance across the support journey. Under Mohammed's leadership, Technical Support has received a dozen industry honors for exceptional customer service. His own contributions have been widely recognized as well, earning him distinctions such as the Support Experience 'Transformational Leader' award and a Silver Stevie Award for 'Customer Service Leader of the Year.'
A passionate advocate for employee success, Mohammed cultivates a high-performing leadership team guided by SAP’s core principles and champions a culture of accountability and excellence.
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 then led SAP's global Support Portfolio from 2017 to 2020.
As Head of Strategy and Ecosystem Management for Global Customer Support, Jens is responsible for driving SAP's overall maintenance strategy, defining and coordinating maintenance phases, end dates and corresponding offerings. He orchestrates the overall Global Customer Support strategy development in close alignment with all Global Customer Support units. Jens is also representing Global Customer Support as the biggest stakeholder for SAP’s overall Support strategy and Support portfolio development, in close collaboration with Customer Success and Corporate Portfolio. Jens is in the lead for Support Ecosystem management, defining the effective setup of how partners deliver support to our customers.
The SAP Mission Control Center (SAP MCC) is SAP's 24/7 escalation and exception-handling organization that supports customers during the most business-critical moments. From providing rapid emergency response during unplanned disruptions or endangered go-live situations, to proactively covering critical events or business periods like upgrades, rollouts, or peak seasons, SAP MCC's global experts are always ready to work on the most complex and severe issues to minimize impact and support business continuity of SAP's customers. With SAP MCC’s mission to protect customers’ SAP investment, the organization utilizes monitoring and support data, automation, and artificial intelligence (AI) to proactively prevent issues before they arise and swiftly resolve critical situations.
Daniel is a visionary and strategic leader who leads SAP MCC teams across the globe. He is passionate about engaging with customers, partners, and SAP internal teams throughout their SAP journey, especially whenever complex issues require urgent resolution. Surrounded by a world-class team of experienced technical experts and escalation managers, he firmly believes in building high-performing teams and the power of diversity in this context.
Before heading the global SAP MCC organization, Daniel led the regional SAP MCC Asia Pacific (APAC) teams across Australia and New Zealand, Southeast Asia, Japan, Korea, China, and India. During his 13-year SAP tenure, Daniel served in several leadership positions across SAP, including as Chief of Staff and Head of Executive Office for SAP’s Customer Support and Innovation (CSI) organization, as well as Executive Board business assistant and customer officer to former SAP Executive Board member Michael Kleinemeier. Daniel joined SAP in 2012, and in his early years, he worked as a consultant and technical quality manager, overseeing international implementation and innovation projects for several SAP customers.
Daniel holds a degree in Business Informatics from the Baden-Württemberg Cooperative State University and an Executive MBA from Mannheim Business School. He has held leadership positions within numerous NGOs, and still actively volunteers as an Emergency Medical Technician (EMT) within the local ambulance services.
As COO, Bethany Moffatt is responsible for driving operational excellence and efficiency across SAP's Global Customer Support organization. She is a seasoned leader with over 20 years of customer service experience.
Bethany enjoys challenging the status quo and fostering an organizational culture that reimagines traditional customer support. She firmly believes that operational excellence is achieved through many small, incremental improvements that collectively anticipate and exceed customer expectations. Her leadership principles are centered around authenticity and creating a vision that energizes and inspires teams to achieve greatness. She is also passionate about mentoring young professionals and promoting diversity in the tech industry.
Bethany joined SAP in 2008, where she successfully led Ariba Customer Support's transformation from on-premise to cloud, significantly enhancing service delivery and customer satisfaction. Throughout her time at SAP, she's held various leadership roles in Technical Support and the SAP Mission Control Center, with a core focus on simultaneously improving the customer and employee experience through design thinking, problem-solving, and process improvement.
Bethany designs the future by leveraging her extensive experience. She holds a Bachelor of Science degree in Industrial and Organizational Psychology from the Pennsylvania State University, USA, and a certification in Maximizing Operational Effectiveness from MIT Sloan Executive Education. Bethany's dedication to infinite innovation and her visionary leadership will continue to drive SAP's success in delivering exceptional customer experiences.
Sören Ruder serves as the Chief Product Owner and global head of Customer Experience & Solutions at SAP. He oversees a range of innovative solutions such as SAP Cloud ALM, the RISE Dashboard, the Service & Support data lake, and Built-In Support. Sören has been with SAP since 2010, holding various positions including Enterprise Architect, Product Manager, and Executive Business Assistant to the CEO. Throughout these roles, he has gained profound knowledge and showcased exceptional expertise in SAP’s strategy and its customers’ transformations. Sören resides in Germany and holds a master’s degree in Business Informatics.
Carsten is dedicated to elevating both customer and employee experience across SAP’s support business. He drives the business innovation agenda for Global Customer Support, orchestrating its business transformation towards AI-driven, pro-active and preventative support together with the leadership team. In addition, his team delivers the Secure Support offering, and manages the global Support Center locations.
Prior, Carsten was COO for Global Customer Support. He drove general business steering across the global organization, in combination with driving strategy execution and business transformation success.
Before joining Global Customer Support, Carsten led SAP’s transformation towards an enterprise-wide analytics strategy and the formation of a central analytics function and worked as COO for the then founded Intelligent Data & Analytics unit at SAP.
Earlier in his career, Carsten held various leadership positions in Finance and Administration at SAP on both global and regional levels, including Chief Controlling Officer for one of SAP’s major board areas.