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 Customer Success Services organization.
With the vision to “Delight customers. Always.”, Customer Success Services provides end-to-end customer support, service functions and expert services for SAP’s products. Customer Success Services 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 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 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 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 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 Customer Success Services.
As Chief Customer Officer for SAP Customer Success Services, Jamie is responsible for taking a customer’s view to ensure that SAP Customer Success Services' 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.
Vivian Lüchau-de la Roche is SVP and Global head of Mission Control Center and Mission Critical Support in the SAP Board area Digital Business Services. 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 Digital Business Services 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.
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 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 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 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.'
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.
Kimberly is a Vice President in the Global Support Delivery organization at SAP and an executive sponsor for Strategy, Transformation and Innovation initiatives within the ~4000 person unit .
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 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.
Tim creates and implements communication and branding strategies to elevate SAP’s Customer Success Services to internal and external stakeholders.
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 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 DBS 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 Support Core Competence team is supporting the different areas of the Customer Success Services (CSS) 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 CSS and supportability improvements in order to increase the customer satisfaction in the future.
Chris Singh's mission is to help customers achieve their business objectives by adopting and consuming their cloud solutions through a guided, expert-driven engagement with SAP Preferred Success.
With over 16 years of experience at SAP, Chris has been driving organizational change and innovation for over a decade. Coming from an acquired company, Chris has held leadership roles in support, software development, retail, custom development, and consulting.
In 2015, Chris moved from Toronto to Philadelphia as the Global Head of Innovation in DBS. Then, in 2017, he assumed his current position as the SVP & Global Head of Customer Success Management in DBS. Since starting this role, he has helped over 1,700 customers in 53 countries meet their strategic and organizational goals in the cloud with SAP Preferred Success.
Under Silvio’s leadership SAP is modernizing its flagship program and extending the coverage beyond on-premise to include hybrid and cloud scenarios for providing a stronger focus on new technologies and adoption of innovative SAP solutions.
Since joining SAP in 1995, Silvio has held a series of technical and consultant posts, as well as diverse management and executive leadership roles. In his most recent position as SVP and Head of Premium Engagements North America, Silvio led a team of expert consultants, including Technical Quality Managers, Engagement Architects, and Delivery Directors that delivered complex engagements throughout the region and managed the full breadth of operations – ensuring customer return on investment.
In his previous role, Silvio served as a leader within SAP Active Global Support. During this time, he managed the Center of Expertise, delivered Mission Critical Customer Support and oversaw the development of the Mission Control Center. In his inaugural role at SAP, Silvio served as a Basis consultant for SAP Brazil and moved to North America in 1999 as part of the Technical Core Competence Team
Prior to SAP, Silvio began his career building, developing, and managing ERP systems at Datasul in São Paulo, Brazil.
Silvio is also a champion of SAP’s focus on Diversity and Inclusion and is an active advocate for SAP’s groundbreaking Autism at Work program which provides employment opportunities for individuals on the autism spectrum.
A graduate of University SJT in São Paulo, Brazil, Silvio holds a degree in computer science.
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.
In his role of Chief Operating Officer, Daniel helps secure current business as well as to build future business for Customer Success and thereby for Digital Business Services (DBS) and SAP. Customer Success Services (CSS) COO and his office drive the design and the implementation of effective strategies and transformation initiatives across CSS to enable superior customer experience, foster business performance & profitability, and to enable effective collaboration across board areas, functions and teams
With over 14 years’ experience at SAP and diploma in informatics and business economics from the University of Mannheim, Daniel demonstrates excellence in driving efficient business operations, successful implementation of frameworks and processes, as well as change management. During his career path, he has led several global teams and programs in the areas of Business Intelligence and Analytics, Governance Risk and Compliance, Corporate Audit, Maintenance Go-To-Market, and lastly DBS COO.
Kimberly leads strategic initiatives and global programs across SAP’s Customer Success Services while overseeing the day-to-day business, communication and program support on behalf of the EVP and Head of Customer Success Services.
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.
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.