Service Delivery & Platform Enablement Lead

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).

We are actively seeking a Service Delivery and Platform Enablement Lead to support consistent service delivery practices across our global delivery organization. This is an onsite position – São Paulo office location.

Position Summary

This role is responsible for driving effective use and adoption of the ServiceNow platform across the delivery organization, with a focus on translating operational needs into clear platform requirements, validating workflows, supporting user acceptance testing, and ensuring platform capabilities align with standard service delivery processes. The role will act as a bridge between delivery teams, operations leadership, and platform teams to improve platform usage, support process consistency, and strengthen business readiness for new or updated capabilities.

The role will also support regional enablement activities, with a primary focus on the Brazil GCC, by helping teams understand platform workflows, adopt standard ways of working, and apply approved service delivery processes consistently. Training and coaching are part of the role, but primarily in support of platform adoption and operational readiness.

Essential Duties & Responsibilities

• Drive global service delivery and platform enablement initiatives that support ServiceNow adoption, process standardization, and operational maturity across all GCCs.

• Act as the primary enablement lead for the Brazil GCC while ensuring alignment with global standards and practices.

• Serve as a key bridge between delivery teams and platform teams by identifying business requirements, clarifying use cases, and aligning operational needs with system capabilities across global teams.

• Translate ServiceNow platform changes, enhancements, and new capabilities into structured enablement plans including training, communication, and reinforcement activities for all regions.

• Deliver training and coaching, including 1-on-1 mentoring, to ensure teams globally can effectively apply both process standards and platform workflows in day-to-day operations.

• Support user acceptance testing by validating workflows, test scenarios, and outcomes to ensure platform changes align with defined service delivery processes across all GCCs.

• Establish and track enablement and adoption of metrics such as training completion, process adherence, and effective platform usage across global teams.

• Identify areas where teams struggle with process or platform adoption and adjust enablement strategies to improve consistency and operational effectiveness.

• Partner with Delivery leadership team and operations teams to standardize ways of working, improve efficiency, and strengthen overall service delivery maturity.

• Facilitate adoption activities, stakeholder engagement, workshops, and knowledge sharing sessions to support effective use of platform capabilities and standardized service delivery processes.

Additional Duties & Responsibilities

• Demonstrate high levels of energy in your leadership.

• Advocate for the team and uphold our culture of accountability through effective communication.

• Strive for excellence and maintain high-quality standards in all work performed.

• Foster trusted advisor relationships with business partners by demonstrating credibility, reliability, empathy, and a focus on their needs.

• Perform additional job-related duties and responsibilities as assigned.

• Qualifications/Skills/Experience

Qualifications/Skills/Experience

Education

• Bachelor’s or Master’s degree in Computer Science or a related field, or equivalent work experience.

• ITIL certification at the Expert or Master level required.

• ServiceNow certification in CSM, ITSM or a related area such as Certified System Administrator or Implementation Specialist is preferred. Equivalent hands on ServiceNow experience may be considered.

Locations

• São Paulo, Brazil

Language

• Fluent English and Portuguese

Experience

• 7+ years of experience in IT service management, delivery operations, or managed services environments.

• 5+ years of ServiceNow CSM/ITSM experience as a Power User, Administrator, business analyst is preferred.

• Proven experience delivering training, coaching, and enablement programs for process and tool adoption.

• Hands on experience using ServiceNow in a CSM & ITSM environment for requirements gathering, workflow validation, and user acceptance testing.

• Strong practical understanding of ITIL and its application in day-to-day service delivery.

• Experience working with global teams and driving consistent process and platform adoption.

• Strong communication and interpersonal skills with the ability to influence and guide teams.

• Consulting or advisory experience is a plus.

• Experience with ISO 20000 or similar audit frameworks is a plus.

Skills

• Advanced knowledge of ITIL best practices, IT service management, and managed services delivery.

• Strong working knowledge of ServiceNow including workflows, task management, reporting, and execution of service processes.

• Ability to translate process requirements into practical workflows within service management platforms.

• Ability to guide teams in effective use of ServiceNow to support standardized service delivery.

• Excellent training and facilitation skills across workshops, coaching, and enablement sessions.

• Strong written and verbal communication skills with the ability to simplify complex concepts.

• Proficiency in Microsoft Office tools including Word, Excel, PowerPoint, Visio, and Teams.

• Ability to manage multiple priorities in a fast-paced global environment.

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 compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by 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.

• lients

  • 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. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017

• Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100 companies

• Over 2,000 team members in 23 countries

US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://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.