SaaS Operations & Software Service Delivery Lead

The SaaS Operations and Software Service Delivery Lead is responsible for the successful transition and ongoing management of managed application services (on-premise or cloud) and SaaS (Software-as-a-Service) operations for our customers. This role serves as the primary point of contact for customers, ensuring their satisfaction and the continuous improvement of the service delivery. The SaaS Operations and Software Service Delivery Lead is accountable for the successful onboarding, transition, overall operational efficiency, resource management, day-to-day ongoing management and continuous improvement of the service delivery, both on-premise and in the cloud.

The individual in this role will oversee the seamless transition of services, drive business growth through customer development, and champion continuous improvement initiatives within the MAS (Managed Applications and Services) organisation. This position is critical to ensuring high-quality service delivery, expanding business opportunities, and fostering innovation to meet evolving customer needs., 1. Customer Relationship Management

• Manage the contract signature process and customer onboarding, ensuring a seamless transition to the managed services.

• Serve as the primary point of contact for assigned customers in Europe, UK and Ireland, managing their expectations and ensuring their satisfaction with the managed application services.

• Collaborate with customers to understand their business requirements, priorities, and any changes or challenges they may be facing.

• Develop and maintain strong relationships with customer stakeholders, fostering trust and open communication.

• Oversee the customer off-boarding process, ensuring a smooth transition and preservation of customer data.

1. Service Delivery and Operations Management

• Oversee the day-to-day operations of the managed application services, including incident management, problem resolution, and SLA compliance for both on-premise and SaaS deployments.

• Coordinate with the technical support teams to address customer issues and ensure the continuous availability and performance of the managed applications.

• Identify and implement process improvements to enhance the efficiency and reliability of the service delivery.

• Prioritize and allocate resources, including internal teams and external vendors, to ensure the effective delivery of the managed services.

• Serve as the first management contact for any escalated customer issues or concerns.

1. SaaS Operations Management

• Oversee the day-to-day operations of the SaaS, including monitoring platform performance and availability, ensuring data security and compliance.

• Coordinate with the cloud operations and product house teams to address any technical issues or service disruptions, minimizing downtime and ensuring high availability.

• Monitor service level agreements (SLAs) for the SaaS offerings, and ensure compliance with contractual obligations.

• Manage the scaling and capacity planning of the SaaS to accommodate changes in customer demand and usage patterns.

• Drive the development and execution disaster recovery and business continuity plans for the SaaS.

1. Major Change and New Service Implementation

• Lead and manage end-to-end service transition processes, ensuring smooth onboarding and offboarding of customers.

• Ensure effective handovers between project delivery, operations, and customer success teams.

• Manage the planning, coordination, and execution of major changes to the managed application services or SaaS, such as upgrades, feature enhancements, or infrastructure migrations.

• Collaborate with cross-functional teams to design, develop, and deploy new value-added services that enhance the customer experience and address evolving business needs.

• Ensure the successful rollout of new services, including customer communication, training, and post-implementation support.

• Monitor the performance and adoption of new services and make recommendations for continuous improvement.

1. Reporting and Performance Management

• Collect, analyze, and report on key performance indicators (KPIs) and service delivery metrics, including customer satisfaction, service availability, incident resolution, and SLA compliance.

• Identify trends, patterns, and areas for improvement, and recommend strategic initiatives to enhance the overall service delivery.

• Collaborate with the management team to develop and implement continuous improvement plans.

• Provide regular updates and recommendations to the Head of Managed Application Services.

• Bachelor’s degree in Information Technology, Computer Science, or a related field

• Minimum 8 years of experience in a service delivery or operations management role, preferably in the utility or managed services industry

• Strong understanding of cloud computing, SaaS, and on-premise application deployment and management

• Excellent project management (agile, scrum) and problem-solving skills

• Proven ability to effectively manage customer relationships and stakeholder expectations

• Strong communication and interpersonal skills, with the ability to present complex information to both technical and non-technical audiences

• Familiarity with ITIL or other service management frameworks

• Adaptable to change and able to work in a fast-paced, dynamic environment