[Hiring] Director, SAP Support @Rimini Street

Role Description

The role of the Director, SAP Support is to lead the Application support teams in the regions to provide exceptional remote-based support for mission-critical SAP applications as part of our global support team. This is a Senior Leadership position within the Global Support team and multiple Regional Managers report into this role. Experienced Engineers report into the Regional Managers and are responsible for researching, troubleshooting, and supporting multiple SAP applications for our global clients.

• Lead teams of regional managers and SAP engineers to ensure operational efficiency in servicing global client base.
• Develop team skills, work with clients, create & maintain high client satisfaction ratings, and craft & monitor KPIs to ensure quality deliverables.
• Be viewed as the “evangelist” and “expert” for the Support organization both internally and externally.
• Establish and nurture close relationships with clients, including Prospects, Clients, Vendors, and Consulting organizations.

Qualifications

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

Requirements

• 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.
• Attention to detail and the ability to learn quickly.
• Ability to articulate realistic goals and manage expectations of executive leadership reviewers.
• Extreme focus on Client satisfaction.
• Ability to work calmly and professionally in high-pressure situations.
• The ability to work remotely from a home-based office in a virtual environment.

Benefits

• Compensation, bonuses, and benefits to match the skills of top-performing team members.
• Challenging and meaningful work with a sense of achievement and purpose.
• Opportunities for professional growth and learning new skills.