Regional Manager, SAP Service Delivery

Rimini Street; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Rimini Street, Inc. in Hyderabad, India seeks a Regional Manager for SAP Service Delivery to lead the regional support team delivering remote-based, world-class SAP services. This leadership role reports into the Director and builds relationships with high-value clients worldwide.

The role emphasizes managing talent, enabling 24x7 service coverage, and collaborating with executive stakeholders to ensure exceptional client outcomes and continuous improvement in service delivery.

Qualifications

• 15+ years relevant support experience in SAP ecosystem.
• 7+ years direct support of end-users.
• 5+ years managing high-performing resources and teams.
• Experience with senior executive leadership as a credible resource.
• Knowledge of SAP maintenance/patching mechanics and application architecture.

Responsibilities

• Build, maintain, and grow a strong regional support team.
• Manage engineer deployment, coverage, and knowledge depth across product lines.
• Achieve client and employee satisfaction targets while managing financial targets.
• Collaborate with customers daily to understand needs and deliver high-quality service.
• Manage case escalations through to resolution with appropriate teams.

Skills

SAP leadership

Leadership

Team management

Client relationships

24x7 support

Job description

Regional Manager, SAP Service Delivery, India

Location: Hyderabad, India (India working hours)

Job Summary

The role of the Regional Manager, SAP Service Delivery is to lead the application and technology support team in the region to provide exceptional remote-based support for mission-critical applications, database and infrastructure technologies as part of our global support team. This is a leadership position within the Global Service Delivery team and will report into the Director. Experienced Engineers report into the Regional Manager and are responsible for researching, troubleshooting, and supporting multiple technologies for our global clients.

The role of the Regional Manager is to lead in our support organization is responsible to ensure that our clients have the most comprehensive and timely support available in the third-party support industry. The right person for this role will be viewed as the evangelist and expert for the Support organization both internally and externally. Our client relationships are extremely important, and a successful Regional Manager will be able to establish and nurture close relationships with our clients.

Responsibilities

• Create, maintain, and grow a strong, cohesive team to support the Region: Monitor skill requirements, guide the sourcing and hiring of the best candidates, and utilize industry contacts to attract top talent.
• Manage effective engineer deployment, creating coverage, resiliency, and depth of knowledge across product lines.
• Work with the team to achieve all Client and Employee satisfaction targets while managing to financial targets.
• Work closely with customers daily to understand their needs, support business change and deliver a consistently high-quality customer experience.
• Manage case escalations through to resolution, involving the right teams and level of management to fit the need.
• Work with other regional leaders to improve processes and procedures to suit local and global requirements utilizing innovative options.
• Collaborate with team members in a virtual team environment to bring field experience to different client situations.
• Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client onboarding, support, etc.) to progress business activity in a timely fashion.
• Oversee an effective Contingent Workforce, including the hiring, retaining, or reduction thereof, and the contractor spending in-region.
• Provide coaching to grow and improve Engineers in their desired career path.
• Listen to and action employee concerns from Engineers, either through direct action or escalation to HR.
• Recognizing employee achievements; foster Positive Feedback and encouragement; utilize Rewards and Recognition opportunities.
• Participating in and promptly composing deliverables for any internal projects assigned, reporting accurately and promptly.
• Participate in an on-call escalation-based rotation.
• Be a proactive leader within a support organization which is running 24x7x365, which includes ability to work flexible hours, including evenings, weekends and holidays.
• Embrace innovation and continuous learning by challenging the status quo, generating creative solutions, and prioritizing exceptional service.

Experience

• 15+ years relevant support experience with applications or technology in the SAP ecosystem.
• 7+ years direct support of application end-users
• 5+ years managing high-performing resources and teams.
• Experience working with Senior Executive Leadership teams as a reliable, transparent, credible resource.
• Demonstrated knowledge of SAP maintenance/patching mechanics and Application architecture
• Working knowledge of ITIL methodology and case management is a plus
• Full life-cycle implementation, configuration and or administration experience.

Skills

• Superb trouble-shooting skills and tenacity in problem solving.
• Passionate focus on customer support and able to build long term, successful working client relationships.
• Excellent interpersonal, presentation and communication skills - verbal written.
• Utilizing company approved AI tools where appropriate to work-smarter and communicate in a clear fashion.
• Attention to detail and the ability to learn quickly.
• Ability to articulate realistic goals and manage expectations of executive leadership.
• Ability to work calmly and professionally in high pressure situations.
• The ability to work remotely from a home-based office in a virtual environment.
• Possess a hands-on, roll-up your sleeves individual that has a very strong work ethic, is well organized, analytically skilled, a strategic thinker.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.