Manager, SAP Managed Services

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. The Company offers a comprehensive portfolio of united solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software. 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 Manager, SAP Managed Services. This is a remote position based anywhere in Brazil.

Position Summary

The role of the Manager, SAP Managed Services is to lead a team of engineers to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and support for our global clients who use the SAP Suite. 

The SAP Managed Services Manager requires technical experience, integration knowledge, and support expertise and skills to work with functional experts to develop, test, package and deliver fixes for issues in complex, integrated and highly configured environments. Good working experience of the technical components of SAP is a must have. Functional knowledge of the modules would be a plus. 

Essential Duties and Responsibilities

• Lead the SAP Managed Services Delivery team to achieve all Client and Employee satisfaction targets while managing to financial targets.

• Build, grow, and evolve a strong, cohesive team to deliver SAP support for our clients including defining skill requirements, guide the sourcing and hiring of candidates, and utilizing industry contacts to attract top talent, etc.

• Drive resolution for complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology.

• Work closely with customers daily to understand their needs, support business change, and deliver a consistently high-quality customer experience.

• 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.

• Manage one or more key assigned accounts as a technical/functional advisor.

• Develop application break fixes for critical product defects.

• Create scripts to identify, analyze and correct data issues.

• Be a pro-active leader 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.

• Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality products in the industry.

• Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.

Experience  

• 10+ years relevant SAP Software Product Support experience - Techno-Functional Skills needed.

• Proficiency in one (or more) of the following SAP Modules: MM / WM / FICO / SD / HCM

• 5+ SAP AMS support experience

• 5+ years of relevant Management Experience in hiring, leading, mentoring teams of 7+ SAP Support teams.

Skills   

• Fluent English skills

• Expert level Functional and/or Technical Expertise in multiple SAP ERP modules, such as: Finance, Logistics

• Knowledge of localizations: architecture, implementation, and key functionality

• Expertise with SAP 4.x and ECC platforms, including full life-cycle implementation experience, configuration, and administration of the application.

• Knowledge of SAP maintenance/patching mechanics and SAP architecture

• Demonstrable history solving complex problems across multiple modules.

• Superb trouble-shooting skills and tenacity in problem solving.

• Passionate focus on customer support and the ability to build long term, successful working relationships with clients.

• Strong knowledge of key application functionality, tables, and relationships

• Deep knowledge of SAP customization/extension methodologies

• Excellent interpersonal, presentation and communication skills – verbal & written.

Desired Qualifications 

• ITIL – ITSM Certification

• PMP-PMI Certification

• Ability to think critically and make clear and well-reasoned decisions.

• 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 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 scale and manage change within a rapidly growing business.

• Ethical with highest standards of integrity

Education

• Bachelor’s degree in computer science, Information Technology, or a related field.

Language

• Fluent Portuguese and English. Spanish is a plus.

Location

• Brazil, remote

Why Rimini Street? 

We are looking for talented, passionate people to help us build our future at Rimini Street. 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: 

• Company

  • We dream big and innovate boldly.  

• Colleagues

  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients

  • We 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 RMNI since October 2017 

• Over 5,800 signed contracts to date, including 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: https://www.riministreet.com/company/awards/. 

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 http://www.riministreet.com.

ase 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.