As Global head of the SAP Mission Control Center and Mission Critical Support in the SAP Board Product Engineering, Vivian Lüchau-de la Roche is responsible for SAP’s customer 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 multifunctional 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. She also serves as a co-lead for the “Movement for Inclusion at the Top” in the speaker committee for executives at SAP SE.

Contact information: vivian.luechau-de.la.roche@sap.com

LinkedIn: www.linkedin.com/in/vivian-luechau-de-la-roche-0081a911/

Stefan Steinle is responsible for managing SAP’s Customer Support & Cloud Lifecycle Management organization.

The organization guides SAP’s customers through their individual digital transformations by providing an AI-driven platform for end-to-end cloud lifecycle management and expertise facilitating a smooth transition to the cloud. Customers are empowered to unlock SAP innovations through an integrated, streamlined application and content lifecycle, delivered through the cloud.

To safeguard every single customer throughout their journey, the support organization delivers a unified customer support experience across all SAP applications, fully leveraging AI/LLM to increase ease-of-resolution and delivery efficiency, as well as a world-class service for mission-critical processes and critical events.

Finally, Customer Support & Cloud Lifecycle Management collaborates closely with engineering units to support development and quality improvement. With over 7,000 experts, Customer Support & Cloud Lifecycle Management has distributed teams across the globe – with locations in Asia, Europe, Latin America, and North America.

Stefan is vocal about transformation that ‘sticks’ – bringing cultural transformation in lockstep with digital transformation. He firmly believes that groundbreaking innovation comes from passionate people empowered by leaders investing in diverse and inclusive teams that are working in an exciting environment.

Stefan joined SAP in 2000. Before heading Customer Support & Cloud Lifecycle Management, he was COO & Head of Strategy of the SAP Product Engineering board unit, powering SAP’s engineering teams to deliver the world’s #1 business software. Prior roles were Head of SAP Globalization Services, COO of SAP’s Global Business Operations board area, and serving former executive board member Gerhard Oswald as Executive Board Assistant, Chief of Staff, and Head of Operations. In his first ten years at SAP, Stefan worked as a consultant, overseeing large implementation projects at multinational companies.

Stefan looks back on over 20 years of experience in the enterprise software industry. He holds a diploma in Industrial Engineering and Management from the University of Karlsruhe, Germany.

Since joining SAP in 1995, Uwe has been with Customer Support for most of his career. Committed to assisting our customers optimize their business through SAP's products and services, he is a trailblazer leading the teams of Private Cloud ERP into the real-time support model through innovative tools and services to help customer with predictive and preventative support.

As Global Head of Technical Support, Private Cloud ERP, Uwe is striving to create an environment where employees can do meaningful and rewording work by connecting the daily work of employees in alignment with Privat Cloud ERP’s overall strategy. He is a firm believer that our collective success lies in the contribution from everyone, and always encourages Privat Cloud ERP employees to engage in the decision-making process which would positively impact ourdaily work and improve corporate transparency and efficiency.

Uwe truly believes in and follows SAP’s Leadership Credo as well as our How-We-Run principles, where his favorite is “Tell it like it is”. In his private life, Uwe loves to exercise various sports.

Carsten Schwarz is an accomplished leader with extensive expertise in driving large-scale business transformations and managing complex global operations. With over two decades at SAP, Carsten held pivotal roles across various functions, consistently driving innovation, operational excellence and customer success.

Currently as Head of Customer Support Experience, Carsten leads SAP‘s efforts to transform ist end-to-end customer support operations. He oversees SAP‘s global support delivery centers and spearheads initiatives to integrate business strategy with operational execution. Prior to this, he served as the Chief Operating Officer for SAP Customer Support, where he built up the COO function and led several key transformation programs.

Before joining Customer Support, Carsten led SAP’s transformation towards an enterprise-wide analytics strategy and the formation of a central analytics function, further acting as  COO for the formed Intelligent Data & Analytics unit at SAP.

Earlier in his career, Carsten held various leadership positions in Finance and Administration at SAP on both global and regional levels, including Chief Controlling Officer for one of SAP’s major board areas.