Job Description

Requisition ID: 273689
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Location: Miami, FL

Purpose and Objective:
Ariba Inc. seeks a Support Manager at our Miami, FL location to provide leadership to cross-functional teams responsible for delivering support and define consistent operational metrics via scorecards.

Expectations and Tasks:
Understanding of SAP's Procurement Support team and ensure adherence to project management methodology practices, run operational Scorecard Reviews, and reinforce the enterprise knowledge management through the communication of lessons learned and best practices development. Manage and participate in the operational activities for all of Procurement Support and ensure there are consistent metrics at the macro level for support as well. Evaluate complex situations accurately and identify viable solutions that create successful outcome for the customer. Manage relationships with project stakeholders, including internal and external clients, keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables. Manage team members by coaching and motivating them to achieve; create a reporting team that enables peak performance by team members. Proactively identify changes in reporting metrics and ensure appropriate planning measures are taken with internal and external stakeholders. Work with the team to work with the business (internal stakeholders) to understand the reporting requirements and deliver the reports in a timely manner. Utilize understanding of SAP's reporting tool and data model to anticipate how technology innovation will affect SAP Service & Support Reporting by determining what reporting tools will be used and how they will work together in a hybrid model. Work with team to complete the workforce management strategy for the helpdesk. Telecommuting permissible.

Education and Qualifications/Skills and Competencies:
Bachelor's degree in Computer Science, Business Administration, Engineering, Mathematics, or a related field of study and 7 years of experience required. The company will also accept a Master's degree and 5 years of experience.

Work Experience:
Experience must involve 5 years in the following: manage multiple tasks or projects with changing priorities in a fast-paced environment; demonstrated understanding of the complexity and nuances involved in Customer Support, strategic projects, reporting, workforce management strategy and communications across global, multi-national teams. Telecommuting permissible.

Travel: N/A

EX:OUT
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations: