Your Tasks

• You take overall responsibility for the support organisation with a focus on 1st and 2nd level software support across multiple locations and countries.
• In doing so, you ensure compliance with SLAs, high service quality and efficient ticket handling - managed through clearly defined KPIs (e.g. CSAT, SLA adherence, resolution times, backlog health).
• You clearly separate software support from infrastructure and platform topics and work closely with Cloud Operations to ensure seamless end-to-end service delivery.
• In escalations and Priority 1 incidents you take the lead, represent the support organisation globally and act with confidence towards internal and external stakeholders, up to senior executives.
• You continuously develop the service portfolio further (support tiers, self-service, AI-supported support etc.) and contribute to SLAs, contract content and commercial framework conditions.
• In addition, you are responsible for budget and cost management within the support organisation and ensure that service quality, customer satisfaction and economic efficiency remain in balance.
• Together with Finance, Sales and Services, you refine commercial models for support services (e.g. premium support tiers) and ensure that these are both customer-oriented and profitable.
• Based on ITIL-oriented best practices, you design, implement and improve processes (incident, problem, change, knowledge management) while taking compliance and security requirements into account.
• As a leader, you coach and develop your team and the Team Leads - including responsibility for recruiting, onboarding, performance management, succession planning and talent development.
• You actively shape culture and collaboration by promoting a customer-oriented, data-driven and collaborative way of working and by guiding your team through change processes.
• You deliberately build and maintain close relationships with key stakeholders (R&D, Cloud Operations, Professional Services, Sales, partners, international support teams).
• In working with offshore and global support teams, you ensure efficient, high-quality ticket handling and establish global best practices.

Your Profile

• You bring several years of leadership experience in ERP support or a comparable professional/managed services environment, ideally with responsibility for international or distributed teams.
• A deep understanding of software support processes (1st/2nd level), cloud/SaaS environments and modern support tools sets you apart; you also have experience in designing and optimising ITIL-oriented processes.
• You have demonstrably led transformation initiatives (e.g. cloud shift, self-service, AI-supported support, new support tiers) and successfully introduced new ways of working.
• You handle KPIs and operational metrics (e.g. CSAT, NPS, SLA adherence, resolution times, backlog health) with confidence and actively use them to steer performance and decision-making.
• Strong leadership, communication and stakeholder management skills enable you to act on equal footing with senior executives, customers, partners and internal teams.
• You also bring experience in working with offshore and global support teams - ideally with responsibility for near-shore/offshore models.
• In addition, you have proven experience in leading teams through change processes (e.g. reorganisation, introduction of new roles/ways of working) and in winning employees over to change.
• An entrepreneurial mindset with a high degree of personal responsibility, resilience and pragmatism, as well as the motivation to build and develop a high-performing, committed organisation, round off your profile.
• You naturally apply near-native German skills and very good English skills, both written and spoken; further languages are an advantage.
• Finally, you are willing to work predominantly in Germany (preferably in the Karlsruhe area) while operating effectively in an international, distributed environment.

Our Benefits

• You take on a key role in an international software group and actively help shape the future of our ERP support.
• A high degree of creative and decision-making latitude within clearly defined goals, along with considerable trust in your way of working, gives you the scope to really make a difference.
• Flexible working hours and the option of mobile working (hybrid model) support a healthy work-life balance.
• You work in a collegial, international environment with flat hierarchies, short decision-making paths and a strong team spirit.
• Close, partnership-based collaboration with senior leadership, R&D, Cloud Operations, Professional Services, Sales and international support teams gives you genuine influence over products, services and customer experience.
• Individual training offers, leadership programmes and regular training help you specifically develop your professional and personal strengths.
• A competitive remuneration package with attractive additional benefits, in keeping with the responsibility and seniority of the role, rounds off the offer.