Below you will find some of the leaders within SAP Support, those who help bring and shape the experience that you rely on daily. These are the people who 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 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 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. Hear him explore Next-Generation Support at SAPPHIRE NOW 2018. 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 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.
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 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 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.
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.'
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 has a proven track record of 20+ years of management consulting experience in leading roles and various industries to significantly influence 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 such as 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 creates and implements communication and branding strategies to elevate SAP Support to internal and external stakeholders, most importantly regarding the innovative Next-Generation Support approach that is designed to provide support for the digital enterprise.
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.