Director, SAP Delivery
October 31
Description
• Responsible for the creation, growth, and evolution of a strong, cohesive team to support the Region • Solve complex customer issues using methodical troubleshooting based on expert knowledge of applications functionality • Lead multiple Regional Managers in the most appropriate use of their Engineering resources to solve cases, tickets, Service and change requests • Lead the Regional Support Delivery teams to achieve all Client and Employee satisfaction targets while managing to financial targets • Work closely with customers daily to understand their needs, support business change and deliver a consistently high-quality customer experience • Manage client escalation situations if necessary to allow Engineers to focus on timely resolution • Work with other senior leaders to improve processes and procedures to suit local and global requirements in the support and Manage organizations. • Provide in-depth knowledge of the Support delivery process including ITIL methodology • Collaborate with team members in a virtual team environment to extend field experience to different client situations • Be a pro-active leader 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 • Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality support in the industry • Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.) • Inspire SAP Developers, Support Engineers, and Product Support Engineers to deliver the best quality service to redefine Enterprise Software Support • Work with sales to evaluate market opportunities, assess staffing needs, and gauge risk for extending offerings
Requirements
• 15+ years relevant Delivery work with SAP Application experience • 7+ years direct support of application end-users in a corporate environment • 7+ years managing Senior Level IT resources and teams • Deep Technical Expertise in SAP Suite of products • Knowledge of localizations: architecture, implementation, and key functionality • Experience working with Senior Executive Leadership teams as a trusted advisor • Full life-cycle implementation, configuration and or administration experience • Knowledge of SAP maintenance/patching mechanics and Application architecture • Demonstrable history solving complex problems across multiple modules • Working knowledge of ITIL methodology and case management
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