Mark Foley
Dublin
Summary
Strategic SAP Support Team Manager with over 20 years of experience driving customer success and organizational transformation. Leads a geographically dispersed support team and co-leads SAP's Intelligent Swarming initiative to develop innovative support models and enhance collaboration for improved customer outcomes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Strategic Initiative Co-Lead
SAP
09.2024 - Current
- Co-lead SAP’s Intelligent Swarming transformation initiative, helping reshape the customer support operating model through cross-organizational collaboration and AI-enabled support capabilities.
- Provide strategic leadership across Technical Support, Development, ECS, MCC, BTO, and Transformation teams to align business priorities, operating model design, and execution.
- Lead planning, governance, pilot design, rollout, and adoption workstreams, including executive reporting, stakeholder communications, readiness planning, and success measurement.
- Drive change management and organizational readiness efforts to embed new ways of working, improve efficiency, reduce escalations, and support better customer outcomes.
- Partner closely with senior leaders to manage priorities, dependencies, stakeholder alignment, and communications across a complex transformation landscape.
Support Team Manager
SAP
Dublin
01.2023 - Current
- Lead a team of support engineers, accountable for service quality, backlog management, escalations, knowledge management, customer outcomes, and overall team performance.
- Act as senior escalation lead for critical customer situations, coordinating support across Technical Support.
- Drive coaching, performance management, succession planning, and capability development to strengthen engagement, readiness, and long-term team effectiveness.
- Support hiring, onboarding, and talent development while fostering a collaborative, accountable, and customer-focused team culture.
- Utilize operational data, customer insights, and performance metrics to identify improvement opportunities, drive data-informed decision making, and deliver initiatives that enhance service quality, operational efficiency, and customer outcomes.
- Dublin, Ireland
Expert Solution Support Engineer
SAP
07.2005 - 01.2023
- Led investigations into mission-critical customer issues, production outages, and performance-related escalations, ensuring rapid resolution.
- Developed deep expertise in performance analysis, root cause identification, and cross-functional problem resolution while collaborating with Support, Development, and Product teams.
- Delivered expert technical support to global SAP customers, enhancing CRM, Basis, and performance optimization solutions.
Technical Quality Manager (Part time)
SAP
London
01.2013 - 03.2016
- Led critical escalations, service recovery programs, and cross-functional resolution efforts for strategic enterprise customers, including EDF Energy.
- Recovered at-risk customer engagements through service improvement planning, executive stakeholder management, and operational transformation, enhancing customer satisfaction and retention.
- Presented service reviews and improvement plans to customer leadership and SAP senior management, facilitating informed decision-making and strategic alignment.
- Built trust with customers and internal leadership by combining strong technical understanding with structured stakeholder engagement and recovery planning.
- London
Education
Bachelor of Science - Information Technology
IT Blanchardstown
Blanchardstown07-2003
National Certificate - Environmental Science
Dundalk Institute of Technology
Dundalk07-1997
Skills
- Strategic Program Leadership
- Support Operations Leadership
- Change Management
- Operational Excellence
- Customer Escalation Management
- People Leadership
Certification
- Prosci Change Management Practitioner
- Prepare to Lead at SAP
- Coaching for Engagement
Timeline
Strategic Initiative Co-Lead
SAP
09.2024 - Current
Support Team Manager
SAP
01.2023 - Current
Technical Quality Manager (Part time)
SAP
01.2013 - 03.2016
Expert Solution Support Engineer
SAP
07.2005 - 01.2023
Bachelor of Science - Information Technology
IT Blanchardstown
National Certificate - Environmental Science
Dundalk Institute of Technology