Service Manager

Job Title: Service Manager

Location: Remote

Job Description:

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

This position will be part of Sapiens’ CTIO division. For more information, Click here

We are seeking a bilingual candidate who is fluent in French.

Position Summary:

Sapiens is seeking a detail-oriented Service Manager to manage a portfolio of assigned customers and handle overall service interactions. The Service Manager’s responsibilities include providing a high level of Customer Service and satisfaction, developing and maintaining strong customer relationships, and maintaining strong working relationships with the SCS Service Desk and Business Units.

Professional Responsibilities:

• Provide oversight of all Service Incidents and Service Requests for Cloud and/or applications to ensure efficient handling and closure for assigned customers.
• Delegating and directing Service tasks, monitoring progress, and providing follow up communication to clients.
• Provide accountability to all Critical and High-level incidents by coordinating service restoration, providing client communication, and providing RCA and Post-Mortem communication as applicable.
• Track and maintain service metrics and provide regular updates to customers and internal management.
• Participate and drive Transition Management services from project to day-2 support to ensure proper handoff.
• Maintain a positive attitude with customers and internal resources in an efficient and productive manner.
• Demonstrate proper leadership techniques and proven problem-solving methods.
• Ensure customer is trained on ServiceNOW to ensure proper creation of Incidents and Service Requests.
• Participate in Continuous Improvement of process and procedures when needed,
• Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Create, update, and distribute an SCS Operation Manual for all assigned customers.
• Create and provide monthly Customer KPI and Metrics reporting as prescribed.

Minimum Qualifications and Requirements:

• 7+ years of relevant experience.
• Proven experience as an application focused Project Manager, Service Delivery or equivalent position.
• Proven experience with ITSM tools such as ServiceNOW, JIRA, BMC Remedy, etc.
• Excellent organizational and leadership abilities.
• Outstanding communication and people skills.
• Ability to work in Matrix organization in a Multi-cultural/Multi time-zone environment.
• Knowledge of ITIL Standards, ITIL certification is a plus.
• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters.
• IT infrastructure knowledge includes knowledge in Cloud technology (Azure and AWS) a plus

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.

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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