Director, SAP Support

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🕒 May 17

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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

• Lead Application Support teams across regions for mission-critical SAP applications • Lead Regional Managers and SAP engineers to ensure operational efficiency and high-quality client service • Develop team skills, guide talent sourcing and hiring, and build a strong regional support organization • Solve complex customer issues using expert SAP application knowledge and methodical troubleshooting • Manage engineering resources for cases, tickets, service requests, and change requests • Achieve client and employee satisfaction targets while managing financial targets • Work closely with customers to understand needs, support business change, and deliver a high-quality customer experience • Manage client escalations and enable timely issue resolution • Improve support processes and procedures for local and global requirements • Provide expertise in support delivery processes, including ITIL methodology • Collaborate in a virtual team environment and extend field experience across client situations • Provide leadership in a 24x7x365 support organization, including monitoring email outside standard business hours • Support the Sales team during sales cycles and articulate the company’s support value • Communicate across sales, marketing, account management, client onboarding, and support organizations • Inspire SAP Developers, Support Engineers, and Product Support Engineers to deliver high-quality service • Evaluate market opportunities, staffing needs, and risks with Sales • Act as a thought leader in the SAP market and monitor industry trends • Identify opportunities to add value to client service offerings • Provide input for Executive Business Reviews • Collaborate with the Product Line VP to improve team processes and best practices

🎯 Requirements

• Bachelor’s Degree in computer science or related field or equivalent experience • 15+ years of relevant SAP Applications experience • 10+ years of direct support of application end-users in a corporate environment • 10+ years managing senior-level IT resources and teams • Deep technical expertise in the SAP Suite of products • Knowledge of SAP localizations, including architecture, implementation, and key functionality • Experience working with senior executive leadership teams as a trusted advisor • Full life-cycle implementation, configuration, and/or administration experience • Knowledge of SAP maintenance and patching mechanics and application architecture • Demonstrable history solving complex problems across multiple SAP modules • Working knowledge of ITIL methodology and case management • Superb troubleshooting skills and tenacity in problem solving • Strong customer support focus and ability to build long-term client relationships • Excellent interpersonal, presentation, and verbal and written communication skills • Attention to detail and ability to learn quickly • Ability to articulate realistic goals and manage executive leadership expectations • Extreme focus on client satisfaction • Ability to work calmly and professionally in high-pressure situations • Ability to work remotely from a home-based office in a virtual environment • ITIL and ITSM certification is an asset • SAP Certification is an asset • Critical thinking and clear, well-reasoned decision-making • Exceptional leadership and relationship-building skills • Self-starter with process improvement experience • Experience with multiple localizations and global implementations is advantageous • Ability to multitask across multiple projects, issues, and tasks • Strong knowledge of key application functionality, tables, and relationships is advantageous • Deep knowledge of SAP customization and extension methodologies is advantageous • Ability to scale with a rapidly growing business • Highest standards of ethics and integrity

🏖️ Benefits

• Compensation, bonuses, and benefits to match the skills of top-performing team members • Remote work from a home-based office • Virtual team environment • Professional growth and learning new skills • Collaborative and supportive work culture • Rimini Street Foundation charitable and community-impact initiatives