SaaS Operations Manager

3 weeks ago


London, Greater London, United Kingdom Your Next Hire Full time £65,000
Unlock Service Excellence in a Fast-Growing SaaS Company

Our client, a leading SaaS provider in the renewables space, is seeking a highly motivated IT Service professional to drive service delivery and excellence in a dynamic technology environment.

Job Overview:

This role will be responsible for overseeing the delivery of SaaS services, ensuring they meet or exceed agreed-upon service levels and KPIs. The ideal candidate will have a strong understanding of SaaS solutions, excellent analytical skills, and the ability to drive continuous service improvement while acting as the main point of contact for customer stakeholders.

Key Responsibilities:

  • Ensure the delivery of SaaS services meets or exceeds service level agreements.
  • Take ownership of Problem Management, identifying and addressing potential issues to minimize impact on service delivery.
  • Use analytical skills to gain a 360-degree view of the service, identifying performance issues and opportunities for improvement.
  • Conduct regular capacity reviews to identify bottlenecks and implement proactive solutions.
  • Continuously refine and improve service management processes and procedures to ensure operational efficiency and effectiveness.
  • Drive initiatives to improve service quality, reliability, and customer satisfaction.
  • Collaborate with Product, Engineering, and Service teams to identify and implement service improvements.
  • Support the Incident Manager during major incidents, ensuring rapid resolution and effective communication with customers.
  • Act as the face of the service to customer stakeholders, providing clear, concise communication about service performance, improvements, and incidents.


Requirements:

  • Proven experience managing and improving service delivery processes in a SaaS or technology environment.
  • Strong customer focus with a commitment to delivering quality service.
  • Excellent analytical skills with the ability to interpret data, understand performance metrics, and make informed decisions.
  • ITIL certification.
  • Proactive problem solver, with the ability to anticipate and address service issues before they escalate.
  • Excellent communication skills, able to simplify complex issues and influence senior stakeholders.


About Your Next Hire:

Your Next Hire is a cutting-edge technology company dedicated to providing innovative solutions in the energy sector.

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