Sr. Director, AI Powered Service Delivery & Automationn - Evergreen
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 an experienced Sr. Director, AI Powered Service Delivery & Automation to join our team. This remote Brazil –based role reports to the GVP of Global Service Delivery Operations.
Position Summary
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.
Leveraging AI, agentic workflows, AIOps, observability, and autonomous operations, this leader will 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.
This role is accountable for establishing and achieving measurable automation, AI adoption, productivity, service quality, and service economics targets across the AMS portfolio while driving the adoption of next-generation delivery capabilities globally.
The successful candidate will bring a proven track record of deploying AI and automation at scale within managed services environments and delivering measurable business outcomes through operational innovation. 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.
Essential Duties and Responsibilities
Lead AI-Powered Service Delivery Transformation
- 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.
Build AI-Enabled and Autonomous Service Operations
- 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.
- Drive the transition from reactive support to predictive, proactive, and autonomous service delivery.
- Design and deploy capabilities that increase automated and autonomous case resolution while reducing manual engineering effort.
Drive AIOps and Intelligent Operations
- Implement AIOps,