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The SaaS Operations Director is responsible for deep understanding of the contracted service entitlements of the customer, accountable to ensure that EIS meet these contractual expectations, and is responsible for ensuring delivery of services that fall within the entitlement to the client. The SaaS Operations Director serves as the primary coordinator of services delivery across EIS departments and resources to fulfill contracted services and quote and initiate optional/expanded services.
Key Responsibilities
Support a portfolio of SaaS clients;
Serve as a single point of contact to the client for all SaaS services questions, concerns, requests and issues.
Be a go-to expert on all aspects of EIS’s contractual obligations with the client; ensure that EIS meet these contractual entitlements and charge appropriately for services outside of entitlements.
Engage and partner with client, internal and external teams regarding all contracted services Responsible for operational gatekeeping in terms of meeting contractual expectations and for ensuring delivery of services fall within the entitlement to the client.
Engage with EIS Client Partner to grow business engagement and expand SaaS services with the client
At the Operational level across clients and system integrators, perform initial client onboarding to establish and adhere to production processes including incident/problem management, change management, DevOps, ProdOps, SupportOps and provide continual operational management of those processes
Build and maintain strong relationships with client’s operational and delivery leaders and acts a primary escalation point for issues raised by the client, establish trust and consistency
Keep abreast of the state of operational performance and availability of the SaaS production system & stay alert to any issues; engage with the SaaS team and customer in a timely fashion for any critical, customer impacting issues.
Work with customers to identify and implement improvements and eliminate pain points
Collaborate with product development, Customer Application Support, and SaaS ops teams, and 3rd party support teams (SIs) to ensure adequate resources allocation and availability for application support activities to satisfy SLAs and customer production support contractual obligations
Act as the voice of the client, collaborating with key internal downstream stakeholders including Customer Application Support, engineering, client partners and finance to provide strategic support, contract changes and conduct quarterly business reviews for supporting client’s strategic roadmap and objectives
Provide governance review and reporting on all SaaS services to the client, regarding status of all production incidents, activities, progress, risks/issues, keeping all stakeholders informed upon agreed frequency
Partner with internal Engineering teams on improving production incidents handling processes with aim to improve efficiency, such as SLAs, cost reduction Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment including Change Advocacy Board (CAB) processes Assist with coordinating EIS base updates as applicable and migration plans between client and internal teams Provide internal and external support planning for all SaaS operational and maintenance activities Engage with customer on all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams Advise and plan ongoing training opportunities to the client based on use of EIS and SaaS services Attend customer level events and operational summits to ensure production operational topics are planned for and executed
Skills, Knowledge & Expertise
Required Skills:
7+ years experience in SaaS production support and/or software implementation with clients in leadership position
Understanding of fundamentals in SaaS, Cloud and distributed Delivery Architecture
Fluent in French (written and verbal)
Desired Skills:
Understanding of EIS Suite Products fundamentals, such as Customer, Policy, Billing, Claims, etc.,
Understanding of high level EIS Suite Architecture
Understanding Agile principles and applied knowledge in SDLC and software development methodologies
Understanding of EIS build processes and CICD principles
Understanding of business concepts around insurance products, such as Auto, Home, Group Benefits, etc., offered by EIS application
Understanding of ISO 20000 certification and compliance
Soft Skills
Strong relationship management skills
Strong verbal and written communication skills
Strong management skills to manage and meet deadlines
Leadership skills to guide and lead others
Great problem solving capabilities
Ability and flexibility to quickly react to ever changing landscape
Customer focus on understanding and meeting their needs
Process development and optimization skills
Job Benefits
Work with top talent and great colleagues who are industry and technology experts. Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
We are a global and modern software product company building world-class Enterprise InsurtTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery)
We work with the newest Apple Macbooks
We offer freedom - build from building your career path through development programs and exciting global mobility opportunities (we have a global culture)
Incentives and Benefits:
Allowances:
Homeworking Equipment
Mobile phone/internet coverage
Benefits:
Health Insurance for you and your dependents - eligible immediately upon joining EIS
Sport - Optional choice in Health insurance package
Pension on a Group Pension Scheme Basis
[All pay components are based on objective, gender-neutral criteria within EIS’s Compensation Policy.]