[Hiring] Regional Manager, SAP Service Delivery @Rimini Street

Role Description

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 and 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.

Qualifications

• 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 develop relations based on trust, confidence, and respect.
• Ability to multitask multiple projects, issues, and tasks; reprioritizing as needs arise.
• Foster a collaborative, and supportive work style within global team.
• Ability to proactively see signs of client needs and react quickly and appropriately.
• Ability to scale with a rapidly growing business.
• Ethical, with highest standards of integrity.
• Capacity to make tough decisions, handle confrontation with all professionalism, and negotiate with employees and customers alike.

Desired Qualifications

• Strong SAP background preferred.
• SAP Certification is an asset.

Benefits

• Compensation, bonuses, and benefits to match the skills of our top-performing team members.
• Opportunities to grow and learn new skills.
• A challenging and meaningful work environment.