Senior Director, AI Powered Service Delivery, Automation

🔥 3 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

👻 Ghost score 11%

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Rimini Street

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Rimini Street is a global leader in enterprise software support and services, providing end-to-end support solutions for mission-critical systems. The company specializes in reducing support costs, filling technology skills gaps, and providing strategic roadmap guidance to extend the life of ERP investments and enable business growth. With offerings that include managed and professional services, security solutions, interoperability, and compliance services, Rimini Street supports widely-used enterprise software such as Oracle, SAP, Salesforce, Microsoft, and more. By leveraging its extensive in-house engineering talent, Rimini Street offers clients unparalleled support, ensuring high satisfaction levels and cost savings.

📋 Description

• 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 • 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 • Implement AIOps, observability, monitoring, and analytics capabilities to predict, prevent, and remediate service disruptions • Advance self-healing operations through automated remediation, anomaly detection, event correlation, and predictive service management • Partner with ServiceNow and infrastructure teams to mature ITOM, CMDB, service mapping, discovery, and operational intelligence capabilities • Build and lead a global AMS Automation & AI Center of Excellence • Transform AMS delivery from manual, case-driven execution to AI-assisted and automation-enabled workflows • Standardize scalable delivery patterns, automation frameworks, and operational practices across ERP and cloud service offerings • Drive adoption across global delivery teams and leadership • Partner with Product, Sales, and Delivery leadership to develop AI-enabled service offerings • Deliver capabilities that reduce administrative overhead and improve resolution speed, throughput, first-contact resolution, and engineer productivity • Implement AI-assisted troubleshooting, intelligent routing, knowledge recommendations, automated documentation, and reusable resolution patterns • Establish measurable improvements in cost-to-serve, service quality, and operational performance • Design and implement reusable automation solutions across ERP and cloud platforms, including diagnostics, monitoring, integration management, configuration validation, and release impact assessment • Modernize service management processes by embedding automation, improving workflow efficiency, and enhancing operational visibility and reporting • Ensure solutions are scalable, practical, and aligned to client, delivery, and business outcomes

🎯 Requirements

• 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 • Deep expertise in AI-driven service delivery, agentic automation, autonomous operations, AIOps, observability, and intelligent automation platforms • Strong technical foundation in APIs, integrations, orchestration, automation frameworks, and enterprise service management technologies • Ability to translate technology innovation into measurable business outcomes, including productivity gains, cost reduction, service quality improvements, and margin expansion • Technology-first leadership style with the ability to lead at strategic, architectural, and operational levels • Proven success driving organizational transformation, stakeholder alignment, and adoption across global teams • Exceptional analytical, communication, and influencing skills with experience building and scaling high-performing teams and Centers of Excellence • Bachelor’s degree (or equivalent experience) required; advanced degree (MBA or equivalent) preferred

🏖️ Benefits

• Compensation, bonuses, and benefits to match the skills of top-performing team members • Diverse and inclusive work environment • Equal Employment Opportunity Employer

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