Service Delivery Manager

3 weeks ago

Caernarfon, United Kingdom Rimini Street Full time

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook and LinkedIn. (IR-RMNI)

We are actively seeking a Service Delivery Manager for our EMEA Region. This is a remote role that can be based anywhere in our EMEA countries.

Position Summary

The role of the Service Delivery Manager is to manage and maintain strong customer relationships and improving our services to maintain customer satisfaction. This includes developing team skills, working with clients, creating, and retaining high client satisfaction ratings. This hands-on management position has the responsibility for researching, troubleshooting, and supporting of multiple ERP Products for our EMEA clients who use SAP or Oracle products.

The role of the Service Delivery Manager requires the expertise and skills to discuss serious issues; then drive developments, follow tests, package, and deliver fixes for such issues in complex, integrated and highly configured environments. This support organization is responsible to ensuring that our clients have the most accurate, timely and complete support available from any vendor in the AMS industry. To be a successful service delivery manager, you should demonstrate strong management, teamworking, and project task skills.

Essential Duties & Responsibilities

Lead client engagements for one or more clients regarding tickets for managed services to achieve all contractual obligations Drive resolution for complex customer issues using methodical troubleshooting based on expert knowledge of ERP applications functionality and technology Coordinate meetings and activities for client engagements such as weekly ticket reviews, monthly and quarterly business reviews as well presenting status reports Provide in-depth knowledge of the Support delivery process Collaborate with team members in a virtual team environment to extend field experience to different client situations Be a pro-active manager within a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours Building partnerships with client’s team leaders to determine delivery criteria, priorities, and solutions for tickets Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.)

Additional Duties & Responsibilities:

Other job-related duties and responsibilities may be assigned from time to time by the Global Delivery Director

Education

Bachelor’s Degree in computer science or related field or equivalent experience

Location

EMEA-Remote

Experience

7+ years’ experience in Service Delivery Management; Managed Services experience highly desirable Depth of relevant Oracle Applications and Technology or related ERP Software Product Development experience Significant relevant Management Experience in hiring, leading, mentoring Support teams Functional and/or Technical Expertise in multiple ERP products; Oracle EBS highly desirable Knowledge of localizations: architecture, implementation, and key functionality Expertise with ERP platforms, including full life-cycle implementation experience, configuration, and administration of the application Knowledge of ERP maintenance/patching mechanics and architecture, ideally relating to Oracle applications and technology Demonstrable history solving complex problems across multiple modules

Skills 

Experience in customer service, leadership, and logistics may be advantageous. Good computer skills and the ability to use business support software. Strong customer service, project management, and quality control skills. Good resource planning skills. Excellent leadership and customer service skills. Strong teamwork skills and attention to detail.

Desired Qualifications 

Ability to think critically and make clear and well-reasoned decisions Self-starter who can take initiative with process improvement Experience with 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 Foster a collaborative, and supportive work style Ability to coordinate, scale and manage change within a rapidly growing business Ethical with highest standards of integrity ITIL – ITSM Certification PMP-PMI Certification

Why Rimini Street?  

We are looking for talented, passionate people to help us build our future at . We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

CompanyWe dream big and innovate boldly. ColleaguesWe work with extraordinary people who create a culture of mutual respect and collaboration.  ClientsWe relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service.  Community We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

Nasdaq-listed under ticker symbol since October 2017  Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100 companies Over 2,000 team members in 23 countries US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here:

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.

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