SAP Customer Solution Support and Innovation

SAP Customer Solution Support and Innovation Leadership Team

Get to know some of the leaders within SAP Customer Solution Support and Innovation, those who help bring and shape the experience that you rely on every day. These are the people who work tirelessly to accelerate product innovation and deliver excellence in engineering, maintenance and support that is as simple and intuitive as possible. 

Committed to our vision, each leadership team member adds their own unique contribution to your overall experience. Delight customers. Always.

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 – Digital Core and Platform

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 – Digital Core and Platform 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 Management

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 CSI, Jens is responsible for driving SAP's overall maintenance strategy, defining and coordinating maintenance phases, end dates and corresponding offerings. He orchestrates the overall L1 CSI strategy development in close alignment with all CSI units. Jens is also representing CSI as the biggest stakeholder for SAPs overall Support strategy and Support portfolio development, in close collaboration with Customer Success and Corporate Portfolio. And Jens is in the lead for Support Ecosystem management, defining the effective setup of how partners deliver support to our customers.

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

As Global head of SAP Mission Control Center and Mission-Critical Support in the SAP Board Product Engineering, Vivian Lüchau-de la Roche is responsible for SAP customers’ businesses across the globe in Mission-Critical situations, ensuring the continuity of those businesses through global escalation management. Vivian and her team maintain an unwavering commitment to providing extraordinary support while recognizing the unique demands of each customer in a critical situation.

Prior to her current role, she served 5 years as the head of Digital Business Services in Latin America, where she was responsible for multi-functional Services and Support organizations, before which she was the head of SAP Active Global Support (AGS) for Latin America for 3 years.

Vivian is an experienced dynamic leader having served SAP in several Services and Support functions in Germany, Australia, North America and Latin America. She has been instrumental in the foundation of SAPs’ very successful customer-oriented support programs such as Safeguarding and SAP MaxAttention.

Vivian’s experience extends over 30 years in the IT customer industry, primarily in customer Sales and Support functions. Prior to SAP, Vivian worked for SAP implementation and technology partners where she developed her technical expertise. Vivian is a respected thought leader in SAP and a passionate advocate for workplace inclusivity and diversity.

Jodi Hayes-Roth
Head Product Support – People

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 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 Management Office and Communication

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

He 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.

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 led the global Center of Expertise Program Office and acting as Global Portfolio Area Manager, before taking over the role as Head of the Technical 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 Technical Core Competence team is transferring the gained experience into proactive service offerings, knowledge transfer within Solution Support and Innovation and supportability improvements in order to increase customer satisfaction in the future.

Wieland Schreiner
Senior Vice President, Head of Customer Experience and Solutions

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 include SAP Cloud Application Lifecycle Management (CALM), Built-in Support, Service Delivery Platform and SAP Solution Manager. In addition, the Datalake including automation via AI & ML for SAP Support and Services is built under his leadership.

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
Head of Talent, Culture and Change

Talent effectiveness is the foundation for delighting SAP’s customers, so it is imperative they have the necessary work skills and an agile, customer centric mindset. Hence, Kimberly leads the talent, culture and change leadership strategies across SAP’s global Customer Solution Support and Innovation team. 

Kimberly joined SAP in 2008 and has 15+ years of senior leadership experience in the software, services and support industry. While focused on business goals, she believes clear leadership and passionate employees are the means to strategic transformation and achieving both customer success and business results. She is a business coach and experienced facilitator who regularly leads strategy and teambuilding workshops for global teams.

Previously, Kimberly has worked as Chief to Staff to one of SAP’s global executives and was a Vice-President for the America’s Technical Support organization at Business Objects. She has held leadership positions within numerous NGOs and serves on the board of several Silicon Valley non-profits.

Sebastian Speck
Head of SAP Innovative Business Solutions Engineering

Sebastian Speck is Global Head of Engineering of Innovation Services and Solutions at SAP.

Innovation Services and Solutions helps companies create and maximize business value through the intelligent use of edge technology. The organization focuses on collaboration with customers to create high-value, unique innovations that enable clients to transform and scale their business, disrupt their industry and grow sustainably and with purpose.

Under Sebastian’s leadership, the development-related professionals of Innovation Services and Solutions are creating live solutions that enable customers to be best-run businesses.

Sebastian joined SAP in 1996 as part of the development team for the Media industry, where he held various positions and delivered several products and standard-related custom developed solutions.
He also led the central architecture team responsible for the definition of the SAP Business Suite, and later the overall SAP architecture, with a special focus on topics related to application and integration architecture.

In 2011, Sebastian joined SAP Custom Development (now SAP Innovative Business Solutions) leading the business program. Only one year later, he was announced head of Engineering for Europe and Americas and continued to manage this team until June 2019. 

Sebastian is a graduate of Friedrich-Alexander-Universität Erlangen where he studied mathematics and computer sciences.

Katrin Lehmann
Head of Customer Innovation and Maintenance

Katrin joined SAP in 2004. Since then, she has held several leadership positions, including Chief Data Officer and Head of S/4HANA Cloud Data Management. Throughout her career, Katrin has always had a strong focus on driving challenging topics to achieve customer success, operational excellence and superior employee experience. Currently, Katrin is the Head of SAP’s Customer Innovation & Maintenance.

Customer Innovation & Maintenance aims to accelerate customer success through value-driven innovation and maintenance. With more than 3500 engineers and experts globally, Customer Innovation & Maintenance delivers end-to-end innovations and best-in-class maintenance, with the view of improving products, integrating innovations into standard/industry solutions, while focusing on long term impact for maintaining customer success. An agile-minded organization that meets market demand with fast-paced and tailored innovations in complex environments, while at the same time guides customers to become intelligent enterprises through continued long-term support.

Customer Innovation & Maintenance has presence in North and Latin America, Europe and the Asian Pacific region; including Greater China and India.

Cornelius Clauser
Head of Productivity Consulting Group

Cornelius Clauser currently serves as Head of Productivity Consulting Group (PCG), an internal improvement team. The team drives strategic, often cross-area, programs like the SAP Transformation Navigator, which has won the Hasso Plattner Founders’ Award. Previous SAP roles include Chief Process Officer (CPO) of the SAP Group. He joined SAP in 2011 initially in charge of the Productivity & LEAN team that drove the Agile implementation in the SAP-wide idea-to-market process.

Prior to SAP, he spent nine years with Porsche Consulting where he served as partner in charge of Porsche and Volkswagen-internal improvements as well as e.g. machinery, healthcare, knowledge worker productivity or office concepts.

Before he worked five years with McKinsey & Company primarily in the automotive industry working for OEMs and suppliers in all triad regions.

He holds a masters degree in computer science and an MBA, attained in Mannheim, Los Angeles and Manila.