SAP Customer Solution Support and Innovation

SAP Customer Solution Support and Innovation Leadership Team

Below are some of the leaders within SAP Customer Solution Support and Innovation, those who help bring and shape the experience that you rely on daily. These are the people who work tirelessly to ensure continuous innovation for your SAP solutions while providing an end-to-end support experience that is as simple and intuitive as it can be. Committed to our vision, Delight customers. Always, each leadership team member adds their own unique contribution to your overall experience.

Andreas Heckmann
Executive Vice President, Head of Customer Solution Support and Innovation

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 Customer Solution Support and Innovation for Asia Pacific & Japan and Global SAP Alliance Management for a leading CPG company.  Now, Andreas Heckmann is responsible for SAP’s Customer Solution Support and Innovation organization.

With the vision to “Delight customers. Always.”, Customer Solution Support and Innovation provides end-to-end customer support, service functions and expert services for SAP’s products. Customer Solution Support and Innovation 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 8000 engineers and experts worldwide, SAP Customer Solution Support and Innovation is present around the globe with Global Support and Innovation Centres in Asia, Europe, Latin America and North America.

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. 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 Bernotat
Head of Strategy, Portfolio and Ecosystem

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 Strategy, Portfolio and Ecosystem, 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 Customer Solution Support and Innovation 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 Customer Solution Support and Innovation is the mission of Support Portfolio.

Vivian Luechau-de la Roche
Senior Vice President, Global Head of Mission Control Center & Mission Critical Support

Vivian Lüchau-de la Roche is SVP and Global head of Mission Control Center and Mission Critical Support in the SAP Board area Product Engineering. Since June 2019 she is responsible to support ‘SAP customer’s in mission critical situations and ensure the continuity of their business processes.

She served the last 4,5 years as the head of Product Engineering in Latin America and before she was the head of SAP Active Global Support (AGS) for Latin America for 3 years.

Vivian has worked for SAP for the last 20 years in several services and support functions in Germany, Australia, North America and Latin America. She has been instrumental in building and executing customer oriented support programs such as Safeguarding and SAP MaxAttention.

Vivian leads a staff of customer services and support professionals who are primarily responsible for bringing innovation into SAP’s customers in LAC by implementing new technologies and ensuring the operations.

Vivian’s experience extends over 30 years in the IT customer industry, primarily in customer support functions. Prior to SAP and starting in 1990, Vivian worked for SAP implementation and technology partners where she developed her technical expertise.

Harald Hirsch
Chief Process and Innovation Officer

Harald joined the SAP Customer Solution Support and Innovation 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 Process and Innovation 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 Hayes-Roth
Head of People Engagement

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 Communication, Branding and Change Leadership

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. 

Tim creates and implements communication and branding strategies to elevate SAP’s Customer Solution Support and Innovation to internal and external stakeholders.

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.

Juergen Dolderer
Head of Technical Core Competence

Juergen joined SAP in 2000 in the Technical Core Competence team. Since then, he served in several service delivery and development roles with a strong customer and technical focus. He lead the global Center of Expertise Program Office and acting as Global Product Engineering Portfolio Area Manager, before taking over the role as Head of the Support Core Competence team.

Leading the highly integrated team of experts and architects, the Technical Core Competence team is supporting the different areas of the Customer Solution Support and Innovation organization with functional and technical expertise. On the reactive side, they are performing de-escalation and back office tasks using their unique knowledge and utilizing their strong network into the SAP development teams. In addition the SCC is transferring the gained experience into proactive service offerings, knowledge transfer within Solution Support and Innovation and supportability improvements in order to increase the customer satisfaction in the future.

Wieland Schreiner
Senior Vice President, CXS Development

As head of CXS Development, Wieland Schreiner is responsible for Application Lifecycle Management (ALM) products covering all SAP Cloud Solutions as well as On-Premise-Solutions. These ALM products includes SAP Cloud Application Lifecycle Management (CALM), Built-in Support, Service Delivery Platform and SAP Solution Manager.

Wieland has more than 25 years’ professional experience in consulting and development. He has held various roles and management positions in application development and software engineering. With his deep understanding of supply chain execution and manufacturing processes, paired with a strong technology background, particularly in the area of in-memory computing, he plays a key role in supporting customers on their digital journey.

Wieland studied mathematics, physics, and applied computer science at the University of Karlsruhe and holds a PhD in mathematics from the University of Kaiserslautern.

Kimberly Meek
Chief of Staff

Kimberly leads strategic initiatives and global programs across SAP’s Customer Solution Support and Innovation while overseeing the day-to-day business, communication and program support on behalf of the EVP and Head of Customer Solution Support and Innovation.

Kimberly joined SAP in 2008 and has 20+ years of leadership experience in the software, services and support industry. While focused on business goals, she believes leadership and passionate employees are the means to achieving results. She is a business coach and experienced facilitator who regularly leads strategy and teambuilding workshops for global teams.

Prior to joining SAP, Kimberly was with Business Objects – leading the Americas Technical Support Delivery Organization. She has held leadership positions with numerous NGOs, serves on the board of several Silicon Valley non-profits and was elected to a school board position in 2016.