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Service Manager

Sapiens Software Solutions Poland

  • Katowice

    Katowice, Silesian
  • offer expired 24 days ago
  • contract of employment
  • full-time
  • team manager
  • remote recruitment

Your responsibilities

  • 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;

Our requirements

  • 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

  • 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;

  • 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.

What 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

  • Benefits

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • mobile phone available for private use

  • computer available for private use

  • no dress code

  • coffee / tea

  • leisure zone

  • holiday funds

  • christmas gifts

  • employee referral program

Sapiens Software Solutions Poland

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.

With a 30-year track record of delivering to more than 500 organizations, Sapiens’ team of over 4000 operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.

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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.

Join us and become part of our common success! Please send your resume in English.

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