Position Summary

The Sr. Director, AI-Powered Service Delivery & Automation is responsible for defining and executing Rimini Street's AI-powered managed services strategy and leading the transformation of AMS from a labor-based support model to an intelligence-driven, automation-enabled service delivery organization. Leveraging AI, agentic workflows, AIOps, observability, and autonomous operations, this leader will design and scale capabilities that improve engineer productivity, automate service delivery activities, accelerate issue resolution, reduce cost-to-serve, and enhance client outcomes across ERP and cloud platforms.

This role is accountable for establishing and achieving measurable automation, AI adoption, productivity, service quality, and service economics targets across the AMS portfolio while driving the adoption of next-generation delivery capabilities globally.

The successful candidate will bring a proven track record of deploying AI and automation at scale within managed services environments and delivering measurable business outcomes through operational innovation. Success will be measured by increases in automated and AI-assisted resolution rates, reductions in manual engineering effort and cost-to-serve, improvements in service margins, and the establishment of scalable autonomous support capabilities.

Essential Duties and Responsibilities

Lead AI-Powered Service Delivery Transformation

• Define and execute the roadmap for AI-driven managed services across ERP and cloud platforms.
• Identify and prioritize opportunities to automate diagnosis, triage, resolution, knowledge creation, documentation, and client communications.
• Establish business cases, governance, and measurable objectives for automated resolution, ticket deflection, engineer productivity, service quality, and margin improvement.
• Partner across Delivery, Engineering, AI, Product, and Operations teams to drive innovation and adoption.

Build AI-Enabled and Autonomous Service Operations

• Design and deploy AI-powered assistants, copilots, agentic workflows, and enterprise knowledge capabilities that improve support effectiveness and consistency.
• Leverage AI, large language models, automation platforms, and knowledge assets to automate support activities and enable autonomous service operations.
• Establish standards for AI governance, operational controls, performance measurement, and responsible AI adoption.
• Drive the transition from reactive support to predictive, proactive, and autonomous service delivery.
• Design and deploy capabilities that increase automated and autonomous case resolution while reducing manual engineering effort.

Drive AIOps and Intelligent Operations

• Implement AIOps, observability, monitoring, and analytics capabilities to predict, prevent, and remediate service disruptions.
• Advance self-healing operations through automated remediation, anomaly detection, event correlation, and predictive service management.
• Partner with ServiceNow and infrastructure teams to mature ITOM, CMDB, service mapping, discovery, and operational intelligence capabilities.

Lead AMS Delivery Transformation

• Build and lead a global AMS Automation & AI Center of Excellence responsible for AI engineering, intelligent automation, service innovation, and next-generation delivery capabilities.
• Transform AMS delivery from manual, case-driven execution to AI-assisted and automation-enabled workflows.
• Standardize scalable delivery patterns, automation frameworks, and operational practices across ERP and cloud service offerings.
• Drive adoption across global delivery teams and leadership to ensure solutions are embedded into day-to-day operations.
• Partner with Product, Sales, and Delivery leadership to develop AI-enabled service offerings that enhance client value and differentiate Rimini Street in the marketplace.

Improve Productivity and Service Efficiency

• Deliver capabilities that reduce administrative overhead and improve resolution speed, throughput, first-contact resolution, and engineer productivity.
• Implement AI-assisted troubleshooting, intelligent routing, knowledge recommendations, automated documentation, and reusable resolution patterns.
• Establish measurable improvements in cost-to-serve, service quality, and operational performance.

Deliver Scalable Platform Automation

• Design and implement reusable automation solutions across ERP and cloud platforms, including diagnostics, monitoring, integration management, configuration validation, and release impact assessment.
• Modernize service management processes by embedding automation, improving workflow efficiency, and enhancing operational visibility and reporting.
• Ensure solutions are scalable, practical, and aligned to client, delivery, and business outcomes.

Desired Experience

• 12+ years leading enterprise managed services, service operations, or technology transformation organizations.
• Proven track record implementing AI-driven automation, autonomous operations, or digital labor solutions that materially improve service delivery performance and economics.
• Experience deploying AI platforms, agentic workflows, enterprise knowledge systems, copilots, and intelligent automation capabilities at scale.
• Strong technical leadership with credibility across architecture, engineering, AI, operations, and executive stakeholder communities.
• Experience with AIOps, observability, ITOM, predictive operations, automation frameworks, and enterprise service management platforms.
• Deep understanding of enterprise application support models across ERP and cloud platforms, including SAP, Oracle, Salesforce, ServiceNow, Workday, and Microsoft technologies.
• Demonstrated success building new capabilities and leading global transformation programs that improve automation rates, productivity, service quality, customer outcomes, and margin performance.
• Experience delivering measurable reductions in support effort, ticket volume, or cost-to-serve through AI, automation, or autonomous operations.
• Experience leading geographically distributed engineering, platform, or automation teams within a global managed services organization.

Desired Skills

• Deep expertise in AI-driven service delivery, agentic automation, autonomous operations, AIOps, observability, and intelligent automation platforms.
• Strong technical foundation in APIs, integrations, orchestration, automation frameworks, and enterprise service management technologies.
• Ability to translate technology innovation into measurable business outcomes, including productivity gains, cost reduction, service quality improvements, and margin expansion.
• Technology-first leadership style with the ability to lead at strategic, architectural, and operational levels.
• Proven success driving organizational transformation, stakeholder alignment, and adoption across global teams.
• Exceptional analytical, communication, and influencing skills with experience building and scaling high-performing teams and Centers of Excellence.

Education

Bachelor's degree (or equivalent experience) required; advanced degree (MBA or equivalent) preferred.

Location

Remote - U.S.