(2023-10949) Service Delivery Manager, Oracle (Remote US)

Job Description

Rimini Street 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. 

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.

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.

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.

We have an exciting opportunity available right now for a Service Delivery Manager, Oracle. This is a remote role that can be based anywhere in the US

Position Summary

The role of the Service Delivery Manager, Oracle is to manage and maintain strong customer relationships and improving our services to maintain customer satisfaction. This includes developing team skills, working with clients, creating, and retaining high client satisfaction ratings. This hands-on management position has the responsibility for researching, troubleshooting, and supporting of multiple Oracle Products for our North American clients who use Oracle products.

The role of the Service Delivery Manager, Oracle requires the expertise and skills to discuss serious issues; then drive developments, follow tests, package, and deliver fixes for such issues in complex, integrated and highly configured environments. This Oracle support organization is responsible to ensuring that our clients have the most accurate, timely and complete support available from any vendor in the AMS industry. To be a successful service delivery manager, you should demonstrate strong management, teamworking, and project task skills.

Essential Duties and Responsibilities

• Lead client engagements for one or more clients regarding tickets for managed services to achieve all contractual obligations
• Drive resolution for complex customer issues using methodical troubleshooting based on expert knowledge of Oracle applications functionality and technology
• Coordinate meetings and activities for client engagements such as weekly ticket reviews, monthly and quarterly business reviews as well presenting status reports
• Provide in-depth knowledge of the Support delivery process
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Be a pro-active manager within a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Building partnerships with client’s team leaders to determine delivery criteria, priorities, and solutions for tickets
• Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.)

Additional Duties and Responsibilities:

• Other job-related duties and responsibilities may be assigned from time to time by the Global Delivery Director.

Education

• Bachelor’s Degree in computer science or related field or equivalent experience

Location

• Remote US

Experience 

• Depth of relevant Oracle EBS, or related ERP Software Product Development experience
• Significant relevant management experience in hiring, leading, mentoring teams of Support teams
• Functional and/or technical expertise in multiple Oracle EBS modules
• Knowledge of localizations: architecture, implementation, and key functionality
• Expertise with Oracle eBusiness Suite versions 11i & R12, including support, full life-cycle implementation experience, configuration, development, and administration of the application
• Knowledge of Oracle maintenance/patching mechanics and eBusiness Suite architecture
• Demonstrable history solving complex problems across multiple modules

Skills 

• Experience in customer service, leadership, and logistics may be advantageous.
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.

Desired Qualifications 

• Ability to think critically and make clear and well-reasoned decisions
• Self-starter who can take initiative with process improvement
• Experience with localizations and global implementations would be an advantage
• Well-developed presentation and communication skills; effective working with clients
• Open, direct, and informative management style; the ability to develop relations based on trust, confidence, and respect
• Ability to multitask multiple projects, issues, and tasks
• Foster a collaborative, and supportive work style
• Ability to coordinate, scale and manage change within a rapidly growing business
• Ethical with highest standards of integrity
• ITIL – ITSM Certification
• PMP-PMI Certification

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. 

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 22 countries 
• 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.