- Job Description
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Rimini Street, Inc., is a fast-growing global leader delivering unified software support and services. We empower licensees of Oracle, SAP, IBM, Microsoft, Salesforce®, and other cloud and locally hosted enterprise software to extract more value from their investments, advance innovation, create competitive advantage, and fuel growth.
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- With nearly 5000 clients served to date, we are the largest independent, full-stack ERP support and services company. Organizations who rely on our 24/7/365 support services range from progressive financial and manufacturing companies to mission-critical government agencies.
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- Our support quality and level of expertise consistently earn us best-in-class customer satisfaction ratings. Our people have earned Rimini Street multiple industry awards for exceptional work quality and customer service. We are proud to be recognized around the world as a Great Place to Work® and for community service efforts via the Rimini Street Foundation.
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- With more than 1,800 team members in 23 countries, we’re a global community guided by our purpose to provide equal access to technology. Fueled by our core values: company, clients, colleagues, and community, we’re committed to creating a culture that nurtures and rewards a growth mindset in an environment where our people are encouraged to dream big and boldly shape the industry.
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- We actively seek a Regional Manager, SAP Managed Services – NAMER. This is a remote position that can be based anywhere in the US.
- Position Summary
- The Regional Manager, SAP Managed Services – NAMER
- Will be responsible to lead SAP AMS Service Delivery in North America, managing customer success, resource planning, engineer team leadership, operational excellence execution and collaboration with global SAP Product Line leaders to maximize team productivity and customer satisfaction. In addition, will collaborate with sales team in the SAP AMS sales cycle.
- The successful candidate will be a hands-on, roll-up your sleeves individual that has an in-depth knowledge on SAP, strong work ethics, is Client-centric in thinking and approach, is well organized, analytically skilled, a strategic thinker, strong leader, detailed oriented and quality minded. The candidate will have executive level experience as well as hands on experience delivering SAP Application Managed Services for large software companies including Level 2 and Level 3, Consulting, Development, Client Management and Success, Project Management, and Team Management. This individual must be an excellent communicator within all levels of the Client organization.
- Essential Duties and Responsibilities
- Checks ServiceNow daily making sure it adheres to established internal processes and SLA's are met
- Send daily notification reports for engineers with SLA’s approaching breach
- Help managing Communication & Escalation - Manage Risks & Issues with Engagement Managers
- Manage onboarding projects from GSD perspective (integration and transition)
- Help to organize knowledge transfer from key stakeholders to AMS service team
- Liaise with different Rimini entities to ensure success and integration (e.g. Rimini proactive Cloud Managed Services)
- Track action items through to closure and document decisions communicating with practice Directors
- Manage Delivery - orchestrate quality and manage fulfilment of project deliverables to agreed expectations
- Establish recurring governance meetings including preparation of materials and working with managers and directors to review key service reports/ information to align customer expectations
- Experience establishing and defining strong KPIs for the AMS Operation, in order to measure and take actions in advance to mitigate operational risks
- Drive Continuous Service Improvements (e.g., improve scripts & documentation, implement robot automation or semantic software, …)
- Develop service matrix for the clients including time and measurements to build and adjust SLA´s
- Demonstrated ability to build and lead teams of various size in delivery of services to customer, including leading remote or offshore resources
- Ability to formulate & express ideas clearly and effectively in verbal/written presentations
- In-Depth knowledge and experience in AMS transition phases (phase-in and phase-out).
- Experience developing and/ or deploying technology solutions to address challenges and grow organizational capability
- Additional Duties and Responsibilities
- Other job-related duties and responsibilities may be assigned from time to time
- Education
- Bachelor or Masters Degree in Computer Science or related field or equivalent experience
- Project Management certification or MBA, highly desired
- Languages
- Must be fluent in English, additional European language(s) would be nice to have.
- Location
- Remote – North America USA
- Experience
- 10+ years of demonstrated experience working with the SAP IT Industry, Implementations, Upgrades
- 5+ years of demonstrated experience in SAP AMS Leadership (application management services)
- 5+ years Project Management experience, leading teams of software engineers, developers, and consultants
- Strong leadership, facilitation, negotiation, mentoring and personnel management experience
- Strongly focused on quality, customer success and driven by results
- In-depth professional experience in managing teams in the support area (IT Service Management, ITIL, COBIT)
- In depth experience with Service Now
- Structured approach and excellent analytical and conceptual and methodological skills
- Working in virtual teams and global environments
- Customer-centric
- Experience managing difficult client situations
- Excellent relationship management
- Analytical thinking and decision-making ability
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Skills
- Strong understanding of the SAP Application and Architecture
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients gaining trust and confidence as a strategic partner from all levels within Rimini
- Excellent interpersonal, presentation and communication skills – verbal & written
- Extreme focus on Client satisfaction
- Ability to work calmly and professionally in high pressure situations
- Problem solver, team leader, relationship builder and strong communicator
- Working knowledge of ServiceNow is desirable
- Ability to collaborate and execute at an executive level and build relationship across all levels of the internal organization
- Self-confident with ability to work with and influence senior management both internally and with the Client
- Very strong work ethic and team player with a positive “do what it takes” attitude
- Outstanding analytical skills and strong ability to interpret and present key findings and recommendations
- Excellent written, oral and presentation skills
- Ability to coach colleagues at an engagement level
- Preferred Qualifications
- Experience developing and/ or deploying technology solutions to address challenges and grow organizational capability
- Customer Service experience in large outsourcing deals
- ITIL certification, a plus
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Why Rimini Street?
- Rimini Street Inc. is an affirmative action-equal opportunity employer and complies with all applicable Federal, State, and Local Laws regarding recruitment and hiring.
- Qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable Federal, State, or Local laws.
- Rimini Street Inc. offers a comprehensive compensation and benefits package to employees. Compensation is based on role, location, and level of applicable experience.
- Rimini’s target pay for each position is available upon request during the applicant’s Interview process.
- The general salary range for this type of role is 100k - 200k depending on skills and experience.
- Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
- Generous Paid time off (PTO)
- We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.
- Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs:
- Company
- We dream big and innovate boldly.
- Colleagues
- We work with extraordinary people who create a culture of mutual respect and collaboration.
- Clients
- We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service.
- Community
- We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.
- Accelerating Company Growth
- Nasdaq-listed under ticker symbol RMNI since October 2017
- Over 4,900 signed clients, including over 180 of the Fortune 500 and Global 100 companies
- Over 1,800 team members in 23 countries
- US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/
- Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law.
- To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com
- Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.
- Additional Job Description
- Additional Job Description