Service Delivery Manager @ Sapiens

What youll 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.