Service Manager
In Poland we are located in: Katowice, Gdynia, Szczecin, Warszawa
Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated, low-code solutions and a cloud-first approach that accelerates customers’ digital transformation. Serving more than 600 customers in 30 countries, Sapiens offers insurers across Property & Casualty, Workers’ Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including Reinsurance, Financial & Compliance, Data & Analytics, Digital, and Decision Management. Sapiens’ team of more than 5,000 employees operates through our offices in North America, the UK, EMEA and Asia Pacific.
The IT Service Manager in Sapiens, is accountable for the end-to-end delivery of programs and projects to meet customer needs, and responsible for overall customer operations.
Production and production onboarding ownership with acting as a gate keeper for both Infra and software solution aspects.
Ensure Sapiens contractual commitments fulfilled (Governance, processes, Financial, SLA)
The IT Service Manager is responsible for the relationships with their customers in EMEA region.
Job description
- Working with a team of dispersed resources across the globe to deliver technology projects/Service on time, within budget & SLA
- Drive process transformation and continuous service improvement programs for various engagements using industry best methods and techniques
- Planning and controlling delivery plan and project streams
- Define Service level KPI measurement framework for various engagements
- Facilitate integration of service management tools with processes and SLA KPIs
- Perform process and SLA KPI s testing on service management tools
- Timely reporting of the status on the assignments to clients and stakeholders
- Adhere to SOW of consulting framework and processes while delivering any assignment
- Active contribution in Presales activities and customer relationship management
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence.
- Holding the teams to the highest standards, project discipline and accountability
- Continuously improving/innovate delivery model, process and strategy and implement with the associated teams.
- Able to manage priority and complex stakeholders.
- Ensure updates to knowledge repository on the assignment worked delivered
- Mentoring other Service Management consultants for skills and capabilities development
Required Qualifications to be successful in this role
- Experience delivering projects using project management methodologies & principles.
- Monitor and manage end-to-end delivery of programs(projects/services).
- Enforce program level processes and tools
- Provide leadership and direction to team members
- Act as escalation point and provide appropriate resolution.
- Develop good account strategy and account development plan.
- Build or maintain a sustainable client relationship.
- Must have working knowledge on ITIL.
- Preferred knowledge of DevOps process and all required tools.
- Must have worked with SNOW & JIRA
- Must have experience in managing & resolving complex issues, preventing escalations and risks.
- Very good English skills (verbal and writing)
- Good German skills (verbal and writing)
- Software delivery / Databases – high advantage
- Preforming well under pressure
- Experience with working with Executives (C&V levels)
- Budget control experience – advantage
- Cloud experience Azure/Aws
- Technical Person – with a desire to have deep understanding ability to dive in ask the questions etc.
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
Join us and become part of our common success! Please send your resume in English.
Sapiens is an E-Verified & Equal Opportunity/Affirmative Action Employer, M/F/D/V.
