Sr. Director, AI Powered Service Delivery & Automation

About the role

Rimini Street, a global provider of enterprise software support, managed services and Agentic AI ERP solutions, is hiring a remote Brazil-based Sr. Director, AI Powered Service Delivery & Automation. The role reports to the GVP of Global Service Delivery Operations and leads the transformation of the AMS (Application Management Services) from a labor-based support model to an intelligence-driven, automation-enabled organization. It defines and executes the AI-powered managed services strategy and sets measurable targets for automation, AI adoption, productivity, service quality and service economics.

Key responsibilities

• Define and execute the roadmap for AI-driven managed services across ERP and cloud platforms, prioritizing automation of 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 with Delivery, Engineering, AI, Product and Operations teams to drive adoption.
• Design and deploy AI-powered assistants, copilots, agentic workflows and enterprise knowledge capabilities, and set standards for AI governance and responsible AI adoption.
• Implement AIOps, observability, monitoring and analytics, and advance self-healing operations with automated remediation, anomaly detection and event correlation.
• Partner with ServiceNow and infrastructure teams to mature ITOM, CMDB, service mapping and operational intelligence.
• Build and lead a global AMS Automation & AI Center of Excellence, standardize delivery patterns and embed AI-assisted workflows across global teams.
• Develop AI-enabled service offerings with Product, Sales and Delivery leadership, and deliver scalable platform automation such as diagnostics, monitoring, integration management, configuration validation and release impact assessment.

Required profile

• 12+ years leading enterprise managed services, service operations or technology transformation organizations.
• Proven track record of deploying AI platforms, agentic workflows, copilots and intelligent automation at scale, with measurable reductions in support effort, ticket volume or cost-to-serve.
• Experience leading geographically distributed engineering, platform or automation teams in a global managed services organization.
• Strong technical leadership with credibility across architecture, engineering, AI, operations and executive stakeholders.

Required skills

• AIOps, observability, ITOM, predictive operations and enterprise service management platforms.
• Enterprise application support models across ERP and cloud platforms, including SAP, Oracle, Salesforce, ServiceNow, Workday and Microsoft technologies.
• APIs, integrations, orchestration and automation frameworks.