Sr. Manager SaaS Delivery

About Rimini Street, Inc.

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.

Position Summary

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.

Essential Duties & 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.

Experience

• 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.

Key Skills & Competencies

• 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 & Ana