Service Delivery Manager

Sapiens is on the lookout for a Service Delivery Manager to become a key player in our Bangalore team. If you're a seasoned SDM pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Bangalore

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, for more information about Sapiens, click here: www.sapiens.com 

What you’ll do:

• Responsible for the day-to-day management, delivery, and operations of all the services provided under the agreement to the customer.
• Responsible for providing these services with high quality, on time, and budget by validation.
• 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 Processes
• 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

What to Have for this position.

 Must have Skills.

• Familiar with ITIL processes and their definition, tools, and implementation (Service Now)
• Experience with software project management/software release management
• Setting up application management services in a software service company.
• Service Manager/Service Delivery Manager role with over 4 years’ of experience
• Setting up hosting solutions for customers.
• Experience with 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 is a global leader in the insurance industry, delivering its award-winning, cloud-based SaaS insurance platform to over 600 customers in more than 30 countries. Sapiens’ platform offers pre-integrated, low-code capabilities to accelerate customers’ digital transformation. With more than 40 years of industry expertise, Sapiens has a highly professional team of over 5,000 employees globally.

For More information visit us on 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.

Disclaimer: Sapiens India does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens . Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Sapiens shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com