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  • Job reference: RMS0177308

Service Delivery Manager (SaaS)

  • Sector: ICT
  • Location: Derby, Derbyshire
  • Job type: Permanent
  • Date posted: 14/03/2017
  • Duration: permanent
  • Time left:
    d h m s
    (11/04/17)
This vacancy has now expired.

The Role:
We are seeking to recruit an experienced Service Delivery Manager with a proven track record of responsibility and successful delivery in client-end Cloud-based software services. This is a key role to drive effective embedding, acceleration to full operation and ongoing engagement with our SaaS products to deliver client business benefit and realisation of our forecast revenue streams.
You will need to get deep into our clients businesses and develop an understanding of their organisations, motivations and operating contexts to identify and mitigate risks to success for both parties. You will also need a proven customer-focussed Operations and Service delivery skillset, demonstrating SaaS and Cloud technical expertise to support identifying and realising continuous improvement opportunities for both our client services and our future revenue potential.

Core responsibilities are:
* Developing our SaaS delivery capability
* KPI and Service Measurement; vital to our financial performance as well as integral to product performance/resilience in deployment and future development/enhancement
* Collaborating with our agile development, implementation and support teams to provide 24/7 operational capability for customers
* Managing and supporting the adoption of SaaS services / products (including integration and configuration of environments)
* Incident handling (managing all logged and escalated incidents whilst ensuring the delivery of an efficient service within agreed response times and SLA's)
* Work with our CTO and Solutions Delivery Director to define vision and roadmap for SaaS
* Working with our Software Delivery Director and Operations Director to define and implement end to end processes (ensuring clear roles and responsibilities) to deliver products, implementation projects, service engagement and effective support
* Coaching/developing a high-performing resources and enhancing our operational capability
* Developing leadership-level engagement with customers (including customer site visits)
* Overall health and continuous improvement of our SaaS products and infrastructure

This is a fantastic (and rare) career opportunity to be instrumental in shaping and developing SaaS offerings. If you have the experience and attributes required and would like to join an exciting tech company with an innovative and entrepreneurial mind-set where you will be working with the latest in web technologies in a dynamic, fast paced environment then this is the role for you! On offer is a highly competitive basic salary plus a benefits package including healthcare and pension.

Essential Skills / Qualifications:
* Suitable candidates will have proven experience in a similar role, together with most, if not all of the following attributes;
* A solid background in SaaS and Cloud operations and/or delivery in a leadership role
* Demonstrable experience in SaaS and Cloud related environments and technologies such as SaaS vendors, AWS, etc.
* Strong understanding of system security and resilience to malicious attack
* Proven experience of building, managing and motivating agile teams of highly technical resources
* Proven experience of incident management and resolution for customers
* Customer focussed with proven ability in developing and managing strong customer engagement and relationships

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

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