Director, SAP Support
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 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.
Position Summary
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 of multiple SAP applications for our global clients.
The role of the Director is to lead teams of regional managers and SAP engineers to ensure operational efficiency in servicing global client base. This includes developing team skills, working with clients, creating & maintaining high client satisfaction ratings, and crafting & monitoring KPIs to ensure quality deliverables. He or she must prove to be trustworthy, decisive, and be able to handle stress and working flexible hours. The role of the Director is a unique combination of Supporting the Pre-sales, Sales Staff planning, Client Onboarding and Owning the Delivery – Client Satisfaction and Gross margin targets.
The support organization is responsible to ensuring that our clients have the most accurate, timely, and complete support available from any vendor in the 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 the successful Support Director will be able to establish and nurture close relationships with our clients. This position is responsible for Rimini Street’s relationship with many including Prospects, Clients, Vendors, Consulting organizations, etc. as well as driving and providing guidance to internal organizations.
Essential Duties & Responsibilities
- Responsible for the creation, growth, and evolution of a strong, cohesive team to support the Region including monitoring skill requirements, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc. Solve complex customer issues using methodical troubleshooting based on expert knowledge of applications functionality
- Lead multiple Regional Managers in the most appropriate use of their Engineering resources to solve cases, tickets, Service and change requests
- Lead the Regional Support Delivery teams 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 client escalation situations if necessary to allow Engineer