We are looking for a highly motivated and successful Service Manager in the financial services software solutions field with proven executive-level contact management skills, ideally in major insurance organizations. A strong track record of post-production supporting services.
Overall it is expected that the Sapiens Service Manager be an expert in the support of customer business (main business, customer working procedures, interfaces with external resources, etc.) and take responsibility in terms of decisions and solutions.
The role might include traveling to customers sites in case of need.
Job Description:
- Responsible for the day-to-day management, delivery, and operations of all the services provided under the agreement to the customer.
- Responsible for providing these services with high quality, on time, and budget by validation.
- Responsible for implementation of production awareness, sense of urgency, and production processes within all the activities and teams providing the services.
- lead the engagement with a proactive and continuous improvement approach.
- Represents the customer and creates the customer-centric view within the global organization.
- Setting up end-to-end Service Management and governance.
- Actively participating in Incident, Problem & Change Management Processes
- Serving as an escalation point to support teams & the customer.
- Handling customer complaints /concerns professionally to maintain good customer relationships.
- Leading the periodical operational calls with the customers
- Managing external service providers
- Managing support documentation.
Skills:
- Ability to manage and work in crisis, pressure, and complex situations.
- Communicates well in written, verbal, and presentations. All in formal or informal situations
- Ability to understand and explain technical concepts to non-technical colleagues.
- Ability to negotiate, influence, mediate, and manage to prevent or resolve conflict situations.
- Service-oriented
- Process-oriented
Requirements:
- Familiar with ITIL processes and their definition, tools, and implementation (Service Now)
- Experience with software project management/software release management
- Setting up application management services in a software service company.
- Service Manager/Service Delivery Manager role with over 4 years of experience
- Setting up hosting solutions for customers.
- Experience with Cloud Hosting Solutions components, including operational aspects of infrastructure, environments, networks, and security.
- The ability to work under pressure and handle stress.
- Flexible with travel - 30% of the time on average
- Please note: All work is conducted in English.
We offer:
- Opportunity to design and develop complex integration solutions.
- Stable employment permanent job contract
- Flexible working hours to help you keep the work-life balance and find time for your hobbies.
- Partnership approach & communication respecting individual needs and employee development plan ideas.
- Possibility to gain professional experience and learn from global industry experts.
- Stable project & diversified working environment
- Periodical events and contests for employees (business runs, paintball, etc.)
- Private medical healthcare & Multisport card
- IT-specific, friendly dress code that you will become a fan of
- Attractive employee referral program and bonuses
