[Hiring] Sr. Director, AI Powered Service Delivery & Automation @Rimini Street

Role Description

The Sr. Director, AI-Powered Service Delivery & Automation is responsible for defining and executing Rimini Street's AI-powered managed services strategy and leading the transformation of AMS from a labor-based support model to an intelligence-driven, automation-enabled service delivery organization.

• Leverage AI, agentic workflows, AIOps, observability, and autonomous operations to design and scale capabilities that improve engineer productivity, automate service delivery activities, accelerate issue resolution, reduce cost-to-serve, and enhance client outcomes across ERP and cloud platforms.
• Accountable for establishing and achieving measurable automation, AI adoption, productivity, service quality, and service economics targets across the AMS portfolio.
• Drive the adoption of next-generation delivery capabilities globally.
• Success will be measured by increases in automated and AI-assisted resolution rates, reductions in manual engineering effort and cost-to-serve, improvements in service margins, and the establishment of scalable autonomous support capabilities.

Qualifications

• 12+ years leading enterprise managed services, service operations, or technology transformation organizations.
• Proven track record implementing AI-driven automation, autonomous operations, or digital labor solutions that materially improve service delivery performance and economics.
• Experience deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and intelligent automation capabilities at scale.
• Strong technical leadership with credibility across architecture, engineering, AI, operations, and executive stakeholder communities.
• Experience with AIOps, observability, ITOM, predictive operations, automation frameworks, and enterprise service management platforms.
• Deep understanding of enterprise application support models across ERP and cloud platforms, including SAP, Oracle, Salesforce, ServiceNow, Workday, and Microsoft technologies.
• Demonstrated success building new capabilities and leading global transformation programs that improve automation rates, productivity, service quality, customer outcomes, and margin performance.
• Experience delivering measurable reductions in support effort, ticket volume, or cost-to-serve through AI, automation, or autonomous operations.
• Experience leading geographically distributed engineering, platform, or automation teams within a global managed services organization.

Requirements

• Define and execute the roadmap for AI-driven managed services across ERP and cloud platforms.
• Identify and prioritize opportunities to automate diagnosis, triage, resolution, knowledge creation, documentation, and client communications.
• Establish business cases, governance, and measurable objectives for automated resolution, ticket deflection, engineer productivity, service quality, and margin improvement.
• Partner across Delivery, Engineering, AI, Product, and Operations teams to drive innovation and adoption.
• Design and deploy AI-powered assistants, copilots, agentic workflows, and enterprise knowledge capabilities that improve support effectiveness and consistency.
• Leverage AI, large language models, automation platforms, and knowledge assets to automate support activities and enable autonomous service operations.
• Establish standards for AI governance, operational controls, performance measurement, and responsible AI adoption.
• Implement AIOps, observability, monitoring, and analytics capabilities to predict, prevent, and remediate service disruptions.
• Build and lead a global AMS Automation & AI Center of Excellence responsible for AI engineering, intelligent automation, service innovation, and next-generation delivery capabilities.
• Deliver capabilities that reduce administrative overhead and improve resolution speed, throughput, first-contact resolution, and engineer productivity.
• Design and implement reusable automation solutions across ERP and cloud platforms, including diagnostics, monitoring, integration management, configuration validation, and release impact assessment.

Benefits

• Compensation, bonuses, and benefits to match the skills of our top-performing team members.
• Opportunity to make a true impact as part of a team of extraordinary professionals.
• Challenging and meaningful work guided by core values.

Education

• Bachelor’s degree (or equivalent experience) required; advanced degree (MBA or equivalent) preferred.

Location

• Remote – Brazil