Overview
About Rimini Street, Inc. Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software.
Our comprehensive portfolio of unified solutions helps run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.
Position
We are actively seeking a Director, SAP Support. The role will report directly to the VP, Global Service Delivery, SAP. The Director, SAP Support will be based in the UK and may work from a remote office.
Responsibilities
Lead the application support teams in regions to provide exceptional remote-based support for mission-critical SAP applications as part of a global support team. This is a senior leadership role within the Global Support team with multiple Regional Managers reporting into it.
Manage Engineers and Regional Managers, researching, troubleshooting, and supporting multiple SAP applications for global clients.
Develop team skills, work with clients, maintain high client satisfaction ratings, and craft and monitor KPIs to ensure quality deliverables.
Ensure operational efficiency in servicing a global client base; foster trust, decisiveness, and the ability to handle stress and flexible hours.
Support pre-sales, sales staff planning, client onboarding and delivery to achieve client satisfaction and gross margin targets.
Act as the evangelist and expert for the Support organization internally and externally; establish and nurture client relationships with prospects, clients, vendors, and partners.
Oversee 24x7x365 support operations, including flexible hours, evenings, weekends and holidays as required.
Provide expertise and participation during the sales cycle to articulate the value of high-quality support.
Communicate effectively across Rimini Street functions (sales, marketing, account management, client onboarding, support, etc.).
Inspire SAP Developers and Support Engineers to deliver high-quality service and redefine Enterprise Software Support.
Additional Duties & Responsibilities
Be a thought leader in the SAP market; stay informed of market trends and articulate their impact on potential clients and the company.
Proactively identify opportunities to add value in Rimini Street's service offerings.
Provide input for Executive Business Reviews showcasing RSI’s support value.
Collaborate with Product Line VP to improve team processes and ensure best practices are followed.
Foster a collaborative and supportive work style.
Education
Bachelor’s Degree in computer science or related field or equivalent experience.
Location
Remote – UK
Experience
15+ years relevant SAP Applications experience
10+ years direct support of application end-users in a corporate environment
10+ 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
Skills
Superb trouble-shooting skills and tenacity in problem solving
Strong customer focus with the ability to build long-term client relationships
Excellent interpersonal, presentation and written communication skills
Attention to detail and quick learning ability
Ability to articulate realistic goals and manage expectations of executive leadership
Strong focus on client satisfaction
Calm and professional under high-pressure situations
Ability to work remotely from a home-based office in a virtual environment
Desired Qualifications
ITIL & ITSM certification is an asset
SAP Certification is an asset
Critical thinking and clear, well-reasoned decision-making
Strong leadership and ability to build peer relationships and trust
Self-starter with initiative for process improvement
Experience with multiple localizations and global implementations is an advantage
Strong presentation and client-facing communication skills
Open, direct management style with trust-based relationships
Ability to multitask across projects and issues
Foster a collaborative, supportive work style
Knowledge of SAP customization/extension methodologies is an advantage
Ability to scale with a rapidly growing business
Ethical with the highest standards of integrity
Why Rimini Street?
We seek talented, passionate people to help us build our future. We offer compensation, bonuses, and benefits to match the skills of our top-performing team members. This is a fast-paced environment where you can make a true impact as part of a team of extraordinary professionals.
Company Values
Our work is challenging and meaningful, guided by our core values: the Four Cs.
Company: We dream big and innovate boldly.
Colleagues: We work with extraordinary people who foster mutual respect and collaboration.
Clients: We relentlessly pursue solutions that help clients achieve their goals with unmatched client care.
Community: We strive to leave the world a better place; Rimini Street Foundation supports charities globally.
Additional Information
Rimini Street is committed to creating a diverse and inclusive environment and is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment regardless of 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, visit Rimini Street’s website. 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.
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