Service Manager

About Sapiens

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.

For more info: Sapiens people and culture.

About the role  

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 is essential.

Overall, it is expected that a Sapiens Service Manager will be an expert in the support of customer business (main business, customer working procedures, interfaces with external resources etc) and will take responsibility in terms of decisions and solutions.
The role might include travel to the customers’ site as needed.
  

The Service Manager is also responsible for:

• End to end establishment and continuous delivery of services across three layers:
  • Cloud Infrastructure – computing power
  • Application and Technical Support
  • Software Delivery (Bugfix and application enhancements – User Stories)
• The control of the infrastructure costs and the customer dedicated teams’ costs
• Ensuring all contractual commitments and SLAs are fulfilled (including incident resolution targets, request fulfilment targets, governance models, support models, reporting, escalations, and other service metrics)
• Compliance and Security of supported solutions
• Managing the relationship with the customer and acting as the trusted advisor
• Preparation and presentation of internal and customer facing service reports
• Creating opportunities for the sales of additional services
• Service Design for additional services
• Delivery of software to customer environments and release management
• Transitioning from project delivery/provisioning to production (BAU)

 
Requirements:

• 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 services company;
• Service Manager/Service Delivery Manager role with over 4 years’ experience
• Setting up hosting solutions for customers;
• Experience of Cloud Hosting Solutions components, including operational aspects of infrastructure, environments, networks and security;
• Cloud infrastructure, particularly Azure Kubernetes, emphasis on cost control
• The ability to work under pressure
• Very good English skills (verbal and writing)

• Please note: All work is conducted in English.

Sapiens is an E-Verified & Equal Opportunity/Affirmative Action Employer, M/F/D/V.

Berta.rojo@sapiens.com is your contact for any questions.