Service Delivery Manager, PeopleSoft Technical Development

at Rimini Street
Published September 25, 2022
Location Boston, MA
Category Default  
Job Type Full-time  

Description

Job Description

Rimini Street, Inc., is a fast-growing global leader delivering independent, third-party enterprise software support services that enable licensees of Oracle, SAP, IBM, Microsoft, Salesforce, and other cloud and locally hosted enterprise software to extract more value from their investments, advance innovation, and create competitive advantage and growth.

Our mission is to provide extraordinary technology solutions powered by extraordinary people that achieve each client's strategic, operational, and financial goals. Our people have earned Rimini Street multiple industry awards for exceptional work quality and customer service, and we are proud to be recognized around the world as a best place to work and for our corporate social responsibility program.

We are a global organization with more than 1,800 team members in 23 countries. We are a global community guided by our purpose to provide equal opportunity for all as well as our core values: company, clients, colleagues, and community. We are committed to creating a culture that nurtures and rewards a growth mindset and an environment where our people are encouraged to dream big and boldly shape the industry.

Position Summary

The role of the Service Delivery Manager, PeopleSoft Technical Development is to lead a team of PeopleSoft technical development engineers for a specific client to provide exceptional remote-based support for mission-critical applications and technology as part of our global Application and Technology Management Services team. This includes developing team skills, working with clients, creating, and retaining high client satisfaction ratings. This hands-on management position has the responsibility for researching, troubleshooting, and supporting of multiple application and technology modules for our global clients.

Essential Duties & Responsibilities

Service Delivery Management of client engagements ensuring delivery effectiveness and excellence, including:

* Build, grow, and evolve a strong, cohesive team to deliver support for our clients including defining skill requirements, guide the sourcing and hiring of candidates, and utilizing industry contacts to attract top talent, etc.
* Lead a remote-based Support Delivery team to achieve all Client and Employee satisfaction targets while managing to financial targets
* Utilize existing Rimini Street best practices to define the processes and procedures to provide the ability for the team to deliver the highest quality of support in the industry while ensuring the ability to scale the organization to meet the growth plans.
* Manage Functional Resources, Team Building, Training and Certifications- driving team performance and?ensuring efficient resource on-boarding and off-boarding
* Coach team members in job requirements and executing with maturity
* 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
* Understand, track, and report business ticketing, workforce, and financial trends, such as utilization rates
* Collaborate with team members in a virtual team environment to extend field experience to different client situations
* Provide expertise and guidance during the sales cycle, articulating how and why we deliver the highest quality products in the industry
* Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, client engagement, client on-boarding, support, etc.
* Provide in-depth knowledge of the Support delivery process to prospects.
* Oversee or coordinate the resolution of high impact, high visibility application issues
* Develop account management strategies to maintain or improve client satisfaction
* Work closely with client business sponsors on a regular basis to understand their needs, support business change and deliver a consistently high-quality customer experience
* Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
* Be the initial point of contact for emergency and escalation management for the customer

Additional Duties & Responsibilities

* Perform other job-related duties and responsibilities as assigned
* Travel to customer sites, conferences, and other related events as required
* Be a role model to peers and other members of staff by looking for ways to meet and exceed challenging performance standards and targets
* Ensure Service Delivery meets or exceeds contracted Service Level Agreements (SLAs)
* Understand client environments
* Establish and lead recurring governance meetings including preparation of materials and review key service reports to align customer expectations
* Manage Service Demand through prioritization of cases & escalations
* Plan workload for Service Management and Projects
* Manage internal and external communication to optimize the resolution of client escalations
* Manage risks & issues
* Manage Change - identify, negotiate, and execute contract change orders as required
* Track action items through to closure and document decisions
* Develop and contribute to the reporting and measurement of Performance Management targets
* Drive Continuous Service Improvements
* Provide expertise, guidance, and participation during the Onboarding and Service Transition of clients
* Help to organize knowledge transfer from key stakeholders to AMS service team
* Manage small to mid-sized projects that include all phases of the SDLC: Analysis of Requirements, Functional analysis and configuration, Technical Specifications, Testing, Documentation, Packaging and Implementation of PeopleSoft deliverables

Qualifications/Skills/Experience

Experience

* Proven leadership and resource management skills within a Service Delivery Management role
* 12+ years relevant PeopleSoft Applications experience including support, implementations, continuous improvement, and upgrades
* 6+ years direct Service Delivery Management experience in support of application end-users in a corporate environment
* 6+ years of relevant Management Experience in building, leading, and evolving high-performing teams of software engineers, developers and consultants
* Technical development experience with PeopleSoft HCM and/or Financials applications, version 9.2, including application support, full life-cycle implementation experience, configuration, and development
* Knowledge of PeopleSoft maintenance/patching mechanics and application architecture
* Extensive experience with hands on product delivery of PeopleSoft solutions.
* Thorough understanding of SDLC (Software Development Life Cycle) methodologies and tools in the PeopleSoft industry
* Demonstrable history solving complex problems across multiple modules
* PeopleSoft HCM or Financials Functional experience a plus
* State Government experience a plus
* Experience delivering Application Managed Services a plus

Skills

* Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
* Extreme focus on Client satisfaction
* Strong leadership, facilitation, negotiation, mentoring and personnel management experience
* Strongly focused on quality, customer success and driven by results
* Demonstrated ability to build and lead teams of various size in delivery of services to customer
* Understanding of the Agile Framework and have experience working within an Agile/Scrum environment.
* Deep knowledge of maintenance/patching mechanics in PeopleSoft
* Open, direct, and informative management style; the ability to develop relations based on trust, confidence, and respect
* Self-starter who is able and willing to take the initiative
* Ability to tactfully resolve conflict
* Ability to think critically and make clear and well-reasoned decisions
* Ability to scale and manage change within a rapidly growing business
* Ability to be persuasive and influence customer relationships in a positive direction
* Strong grasp of production management requirements and cycles
* Exceptional diligence in tracking detailed requirements across multiple versions and platforms
* Ability to multi-task, managing competing priorities, including projects, issues, and administrative tasks
* Superb trouble-shooting skills and tenacity in problem solving
* Analytical thinking and decision-making ability
* Attention to detail and the ability to learn quickly
* Open, direct, and informative management style; the ability to develop relations based on trust, confidence, and respect
* 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
* Excellent relationship management
* Excellent interpersonal, presentation and communication skills - verbal & written
* Foster a collaborative, and supportive work style
* Ability to scale with a rapidly growing business
* Demonstrated ability to work independently and as part of a team
* Ability to work calmly and professionally in high pressure situations
* Ability to think critically and make clear and well-reasoned decisions
* Ethical with highest standards of integrity

Desired Qualifications

* Exceptional ability to maintain strong peer relationships, gaining trust and confidence from all levels within the organization
* Foster a collaborative, supportive, and "team first" work style
* Ability to accept change, and scale appropriately with a rapidly growing business
* Ethical, with highest standards of integrity and accountability
* "Super user" experience with ServiceNow
* ITIL certification is a plus

Company Description

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 the compensation, bonus, and benefits to match the skills of our top-performing team members who thrive in a fast-paced environment, growing together and learning new skills.

Our work is challenging and meaningful, allowing everyone at Rimini Street to start and end each day with a sense of achievement and purpose.

This is brought to life through 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. The Rimini Street Foundation helps us give back.
* The Rimini Street Foundation is a reflection of the values, hearts, and passion of Rimini Street as a company and individuals. We are on a mission to support humankind and share our company success by investing back into the communities we serve around the world through in-kind donations, employee time, and financial support. The Foundation's initial efforts were launched in 2015 in Las Vegas, and while Las Vegas remains our headquarters and hometown, our work has expanded across 6 continents and to over 350 charities.

Accelerating Company Growth

* Trading on Nasdaq under ticker symbol RMNI since October 2017
* Over 2,800 active clients, including 100 of the Fortune 500 and Global 100
* Over 1,00 team members in 22 countries

Recent Industry Recognition

* Rimini Street has received multiple industry awards for excellence in customer service
* Rimini Street has been consistently recognized across the globe as a best place to work
* Rimini Street Foundation has been recognized in the U.S. and internationally with the Stevie Corporate Social Responsibility Program of the Year awards
* A detailed list of Rimini Street awards and recognitions can be found here: 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

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.