Regional Manager, SAP Service Delivery

Regional Manager, SAP Service Delivery, India

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 help 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.

We are actively seeking a Regional Manager, SAP Service Delivery. This role is based in India.

About Rimini Street, India, GCC.

Rimini Street Inc, HQ : Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Street, India GCC India kick starting operations in Hyderabad , in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Street, India GCC started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) & advanced services (Managed services, Professional services, Security Managed Services etc).

Rimini Street, India GCC gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Street, India GCC is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion.

Rimini Street, India has nicely emerged as Global Capability Centre (GCC), and proudly says, “if you are best of the best, you belong to Rimini”. We are on a mission to contribute significantly to our “Rimini ONE” program, a turnkey Rimini Street service program that offers a comprehensive set of unified, integrated services that can run, manage, support, customize, configure, connect, protect, monitor, and optimize your Oracle and SAP ERP, database, and technology software.

Position Summary

The role of the Regional Manager, SAP Service Delivery is to lead the application and technology support team in the region to provide exceptional remote-based support for mission-critical applications, database and infrastructure technologies as part of our global support team. This is a leadership position within the Global Service Delivery team and will report into the Director. Experienced Engineers report into the Regional Manager and are responsible for researching, troubleshooting, and supporting multiple technologies for our global clients.

The role of the Regional Manager is to lead in our support organization is responsible to ensure that our clients have the most comprehensive and timely support available in the third-party support industry. The right person for this role will be viewed as the “evangelist” and “expert” for the Support organization both internally and externally. Our client relationships are extremely important, and a successful Regional Manager will be able to establish and nurture close relationships with our clients.

Essential Duties & Responsibilities

• •Create, maintain, and grow a strong, cohesive team to support the Region: Monitor skill requirements, guide the sourcing and hiring of the best candidates, and utilize industry contacts to attract top talent.
• •Manage effective engineer deployment, creating coverage, resiliency, and depth of knowledge across product lines.
• •Work with the team 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 case escalations through to resolution, involving the right teams and level of management to fit the need.

· Work with other regional leaders to improve processes and procedures to suit local and global requirements utilizing innovative options.

• •Collaborate with team members in a virtual team environment to bring field experience to different client situations.
• •Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.) to progress business activity in a timely fashion.
• •Oversee an effective Contingent Workforce, including the hiring, retaining, or reduction thereof, and the contractor spending in-region.
• •Provide coaching to grow and improve Engineers in their desired career path.
• •Listen to and action employee concerns from Engineers, either through direct action or escalation to HR.
• •Recognizing employee achievements; foster Positive Feedback and encouragement; utilize Rewards and Recognition opportunities.
• •Participating in and promptly composing deliverables for any internal projects assigned, reporting accurately and promptly.
• •Participate in an on-call escalation-based rotation.
• •Be a proactive leader within a support organization which is running 24x7x365, which includes ability to work flexible hours, including evenings, weekends and holidays.
• •Embrace innovation and continuous learning by challenging the status quo, generating creative solutions, and prioritizing exceptional service.

Location: Hyderabad, India ( India working hours)

Experience

• •15+ years relevant support experience with applications or technology in the SAP ecosystem.
• •7+ years direct support of application end-users
• •5+ years managing high-performing resources and teams.
• •Experience working with Senior Executive Leadership teams as a reliable, transparent, credible resource.
• •Demonstrated knowledge of SAP maintenance/patching mechanics and Application architecture
• •Working knowledge of ITIL methodology and case management is a plus
• •Full life-cycle implementation, configuration and or administration experience.

Skills

• •Superb trouble-shooting skills and tenacity in problem solving.
• •Passionate focus on customer support and able to build long term, successful working client relationships.
• •Excellent interpersonal, presentation and communication skills – verbal & written.
• •Utilizing company approved AI tools where appropriate to work-smarter and communicate in a clear fashion.
• •Attention to detail and the ability to learn quickly.
• •Ability to articulate realistic goals and manage expectations of executive leadership.
• •Ability to work calmly and professionally in high pressure situations.
• •The ability to work remotely from a home-based office in a virtual environment.
• •Possess a hands-on, roll-up your sleeves individual that has a very strong work ethic, is well organized, analytically skilled, a strategic thinker, strong leader, detailed oriented and quality minded
• •Ability to think critically and make clear and well-reasoned decisions in a rapid timeframe.
• •Exceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization.
• •Self-starter who can take the initiative with process improvement.
• •Experience with multiple 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 de