Assistant Manager, AMS

Job Description

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 unified 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. To learn more, please visit www.riministreet.com, and connect with Rimini Street on X, Facebook, Instagram, and LinkedIn. We are actively seeking a Assistant Manager, AMS. This role is based in India, Hyderabad About Rimini Labs India. Rimini Street Inc, HQ : Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Labs India kick starting operations in Hyderabad , in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Labs India started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) advanced services (Managed services, Professional services, Security Managed Services etc). Rimini Labs India gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Labs India is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion. . Position Summary The role of the Assistant Manager - AMS is largely Client-facing and is responsible for overseeing the overall delivery of services to Clients. One of the key responsibilities of a ASST MANAGER - AMS is to make sure that Delivery and service support processes are on track for the consistent, high-quality delivery of service to the Client in an effective and cost-efficient manner. The ASST MANAGER - AMS focuses on maintaining service level agreements and utilization management within an ITIL-aligned organization. A full-time role, the ASST MANAGER - AMS is also expected to identify Client issues and needs by maintaining an excellent relationship with Client stakeholders. This role is best suited for skilled, experienced individuals who possess superb communications and interpersonal skills . Essential Duties Responsibilities Asst Manager - AMS should delivery effectiveness and excellence, including: Ensure Delivery adheres to established internal and Client processes. Develop and delivery audience-appropriate communications to varying levels of Client stakeholders. Manage risks and issues related to Client service delivery. Track action items through to closure and document decisions arising from those actions. Ensure strong collaboration with Service Delivery Managers. Point of Escalation for Delivery for all SAP AMS Accounts. Manage Demand Management through prioritization of tickets and escalations. Be a pro-active contributor to 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. Drive Continuous Service Improvements by providing feedback about improvement opportunities to internal service/product teams. Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets. Guarantee team capacity, cross client team collaboration and hiring for all SAP Modules. Understand client environments and ensure changes/updates to the same are reflected in operational documentation. Coach and Mentoring AMS Team Leads. Develop and contribute to the reporting and measurement of Performance Management targets. Communicate effectively across organizations within Rimini Street (e.g., sales, marketing, account management, support, etc.) Assist in the organized knowledge transfer from key Client stakeholders and incumbent service providers to Rimini Street AMS team. Act as a contact for Client emergency situations and escalation management. Additional Duties and Responsibilities The successful candidate may be called upon from time to time to contribute to other company-wide initiatives. Travel to customer sites, conferences, and other related events, as required. Location Hyderabad, India Education Bachelor s Degree in relevant technology or business major or equivalent experience in a related field. Experience Total experience in SAP Environment around 10 Years out of which around 5 years experience as Asst Manager - AMS or similar role. Experience within an ITIL-aligned managed services organization required. Proven leadership, resource management within a managed services organization required. Demonstrable history of managing service levels and customer relationships within a distributed Delivery managed services organization. Good knowledge of SAP Landscape. Skills With intensifying competition, ASST MANAGER - AMS needs are dramatically escalating across the industrial spectrum. Today, almost every industry requires Asst Manager - AMSs to meet Client demands, solve Client problems, and drive Client satisfaction. Asst Manager - AMSs require a diverse range of skills to effectively manage the delivery of services. The key skills important for success as a Asst Manager - AMS include: Service Management: Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management. Client Relationship Management: Superior interpersonal and communication skills required to build and maintain relationships with clients. Asst Manager - AMSs should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the Delivery process. Communication: Asst Manager - AMSs should possess superior communication skills including the ability to provide clear directions, create and deliver communications appropriate for audiences up to the C-Suite, and inspire collaboration and teamwork. Project Management: Asst Manager - AMSs often oversee multiple clients and need strong project management skills to plan, organize, and coordinate details related to each assigned client. Problem-Solving: Asst Manager - AMSs should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges. Financial Management: Asst Manager - AMSs should have knowledge of budgeting, cost management, resource management and utilization. Continuous Improvement: Asst Manager - AMSs should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery. Technical Knowledge: Should have good knowledge of at least one Module of SAP. Desired Qualifications Hands-on experience with a major ITSM platform such as ServiceNow required. ITIL Foundations certification is a plus. English proficiency, both written and verbal, required. 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 skillsAre you looking for an opportunity to make a true impact as part of a team of extraordinary professionalsThis 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 5,500 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: https: / / www.riministreet.com / company / awards / To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 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.