Sr. Manager SaaS Delivery

Rimini Street

9d•Remote

About The Position

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. 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. We are actively seeking an experienced Sr. Manager SaaS Delivery to join our dynamic team. This position reports directly to the GVP & GM, Optimize Solutions and offers the flexibility to work remotely from a home office located within the US. The Sr. ServiceNow Design Engineer Manager for the SaaS Center of Excellence (CoE) is responsible for leading the SaaS solutions and services. This role oversees project execution, resource allocation, and client satisfaction while ensuring best practices and continuous improvement across the CoE. The ideal candidate has strong leadership skills, deep expertise in SaaS delivery, and a commitment to operational excellence.

Requirements

10+ years of experience in SaaS delivery management, including leadership roles.
Proven track record of managing large-scale SaaS projects and teams.
Excellent communication, organizational, and client management skills.
Strong understanding of SaaS technologies, project management methodologies, and ITIL best practices.
Demonstrated ability to drive process improvement and operational excellence.
Service Delivery Management
End-to-end service delivery oversight, including planning, execution, and optimization
Proven ability to manage SLAs, KPIs, budgets, and delivery timelines
Strong escalation management and issue resolution skills
Service Design & Architecture
Experience designing scalable, customer-centric SaaS and IT service solutions
Ability to translate business requirements into technical and service designs
Knowledge of service lifecycle management and continuous service improvement
Leadership & People Management
Team leadership, mentoring, and performance management
Resource planning, capacity management, and skills development
Ability to build high-performing, cross-functional teams
Client & Stakeholder Management
Executive-level communication and stakeholder engagement
Strong client relationship management and expectation setting
Experience partnering with sales, product, engineering, and support teams
Process & Operational Excellence
Deep understanding of ITIL, Agile, and project/program management methodologies
Process optimization, governance, and best-practice implementation
Data-driven decision-making and continuous improvement mindset
Technical & SaaS Expertise
Strong understanding of SaaS platforms, cloud technologies, and enterprise IT environments
Experience with ServiceNow or similar enterprise service management platforms
Ability to balance technical depth with business strategy
Strategic & Analytical Skills
Strategic planning and roadmap development
Risk management and dependency analysis
Financial acumen related to delivery forecasting and cost management

Nice To Haves

Master’s degree in Information Technology, Business, or related field

Responsibilities

Oversee project teams, ensuring successful execution, timely delivery, and high-quality outcomes.
Develop and maintain strong client relationships, acting as a primary point of contact for escalations and delivery updates.
Coordinate resource allocation and capacity planning for ongoing and upcoming projects.
Implement and promote best practices, methodologies, and continuous improvement initiatives within the CoE.
Monitor project performance, budgets, and KPIs to ensure alignment with organizational goals.
Mentor, coach, and develop team members to foster professional growth.
Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless service delivery.