Offer summary

Qualifications:

Proven experience as a Service Manager or Service Delivery Manager for over 4 years., Familiarity with ITIL processes and tools, particularly Service Now., Experience in software project management and delivery using established methodologies., Strong communication skills, both written and verbal, with the ability to engage with C-Level executives..

Key responsabilities:

Manage day-to-day operations and delivery of services to customers, ensuring high quality and timeliness.

Lead incident, problem, and change management processes while serving as an escalation point for support teams.

Engage with customers proactively to maintain relationships and address concerns effectively.

Oversee the setup of end-to-end service management and governance, including managing external service providers.

Job description

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.

In overall it is being expected from Sapiens Service Manager to be an expert in the support customer business (main business, customer working procedures, interfaces with external resources etc’) and to take responsibility in terms of decisions and solutions.

The role might include travels to customers’ site in case of need.

If you're a seasoned Service Manager and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Poland

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

This position will be part of Sapiens’ CTIO division.

Job Description

Responsible for the day to day management, delivery and operations of all the services provided under the agreement to the customer
Responsible to provide these services with high quality, on time and on budget by validate
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 Process
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
Experience delivering projects using project management methodologies & principles.
Setting up application management services in a software services company;
Service Manager/Service Delivery Manager role with over 4 years’ experience
Proven experience and interaction with Executives (i.e. C-Level) on customer and within company
Setting up hosting solutions for customers;
Experience of 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

About Sapiens

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success. For more information visit us at www.sapiens.com.

Sapiens is an equal-opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds. Please send your resume in English.

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