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Head of Cloud Services
3 months ago
Business area and team
The Cloud Services (SaaS) organization is responsible for operating our SaaS platform and delivering exceptional service to our SaaS clients. This function also works collaboratively with our sales, delivery, product, and engineering organizations to accelerate customer acquisition and projects, whilst ensuring operational excellence at every step of the journey. The business unit is focused on guiding our clients on target state solution architecture, technical onboarding, and service management throughout the client lifecycle - ultimately enabling our customers to increase their business agility and maximize their return on investment.
The Role
The Head of Cloud Services (SaaS) is a global leadership position responsible for overseeing the successful service delivery of our Xceptor SaaS platform across the entire lifecycle, from prospect engagement and value proposition right through to, onboarding and optimization. They will act as a global leader, ensuring operational excellence, performance, security and resilience – simultaneously ensuring we continuously deliver on our service level obligations and financial metrics. They will also play a fundamental role in not only working with sales, presales and CSM teams to accelerate new client acquisition and SaaS migration projects, but also partnering symbiotically with our cloud product management and engineering teams to continuously evolve the platform into a scalable, efficient, and highly referenced service.
Key responsibilities
Strategic Leadership:
- Strategic design and execution of our Cloud Services strategy, ensuring value differentiation in the market and exceeding our client's needs with innovative services.
- Assess, define and launch innovative, value-add managed services to meet client demand, generating incremental recurring revenue.
- Continuously enhance our ITSM maturity through optimization and standardization of service processes and procedures through the ITSM platform: ensuring operational excellence, efficiency, quality and a unified client experience.
- Track performance goals and KPIs: define, monitor and act upon key performance indicators (KPIs) which measure the effectiveness of the SaaS function and track progress towards strategic goals.
- Identify and manage risks: Proactively identify and mitigate potential service risks associated with delivering SaaS. Team Management and Organizational Collaboration:
- Lead and mentor a team of service delivery managers, cloud operations and SRE staff, fostering company-wide collaboration and high-performance.
- Resource Management: Manage capacity and allocate resources effectively across services, ensuring the right people are assigned to the right activities.
- Talent Development: Attract, hire, develop and retain top talent, focusing on building skills and expertise to meet evolving client needs.
- Promote a culture of continuous improvement: Foster a culture of continuous learning and improvement within the function, encouraging innovation and best practice sharing across the company.
- Collaboration: Build trusting, productive relationships with key business counterparts across sales, product, engineering and CS – to improve the client experience and drive operational excellence through the client journey.
Team Management and Organizational Collaboration:
- Lead and mentor a team of service delivery managers, cloud operations and SRE staff, fostering company-wide collaboration and high-performance.
- Resource Management: Manage capacity and allocate resources effectively across services, ensuring the right people are assigned to the right activities.
- Talent Development: Attract, hire, develop and retain top talent, focusing on building skills and expertise to meet evolving client needs.
- Promote a culture of continuous improvement: Foster a culture of continuous learning and improvement within the function, encouraging innovation and best practice sharing across the company.
- Collaboration: Build trusting, productive relationships with key business counterparts across sales, product, engineering and CS – to improve the client experience and drive operational excellence through the client journey.
Client Relationship Management:
- Build and maintain strong relationships with SaaS clients: Develop strong relationships with major clients, ensuring needs understood and met consistently.
- Manage client expectations: Effectively communicate roadmaps and service levels, managing their expectations throughout the delivery lifecycle.
- Resolve client issues and escalations: Address client issues proactively, promptly and effectively, ensuring their satisfaction with the services.
- Governance: ensure robust service governance, change management and fiscal discipline to drive successful outcomes.
Additional Responsibilities:
- Budget Management: responsible for managing the Cloud Services budget, cloud PNL, allocating resources efficiently, and ensuring cost-effectiveness.
- Contract Management: support sales and legal on SaaS contractual execution through review and approval of service contracts.
- Partner Management: Manage relationships with ecosystem partners and service providers that form part of the SaaS solution.
- Reporting and Analytics: Track and analyse key service metrics to identify trends, measure performance, and inform strategic decision-making.
Key Competencies
- Ability to define and execute managed services strategy
- Experience in managing and delivering SaaS platforms for clients
- Building a highly skilled and knowledgeable delivery workforce.
- Creating a positive and engaging work environment for delivery team members.
- Working with sales to develop SaaS pipeline and sell the value of our offerings
Required Education and Experience
- Extensive experience in service delivery management and or Cloud operations.
- Understanding of technical aspects involved in delivering B2B SaaS to financial market clients.
- Proven track record of successfully leading and motivating high-performing teams.
- Strong understanding of ITSM best practice and service methodologies.
- Excellent leadership, communication, and interpersonal skills.
- Strategic thinking and business acumen.
- Ability to travel internationally as needed.
