SaaS Operations Manager
3 weeks ago
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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