Service Manager

In Poland we are located in: Katowice, Gdynia, Szczecin, Warszawa

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.