Service Manager, Production Support

Title: Service Manager, Production Support

Location: Remote

Job Description:

As a Service Manager in the Production Support Group at Sapiens, you will oversee the end-to-end delivery of production support services for our insurance software solutions. This role involves managing incident resolution, coordinating minor enhancements, ensuring SLA compliance, and driving continuous service improvements to meet client expectations.

What you’ll do:

• Lead and coordinating Production Support activities for enterprise SaaS and IT environments.
• Provide technical support coordination and working closely with Development, QA, DevOps, Cloud Operations, Infrastructure, DBA, and Customer Success teams.
• Manage customer-facing escalations and driving them to resolution while ensuring timely communication and stakeholder alignment.
• Act as the central point of coordination across multiple teams to ensure efficient incident resolution and service delivery.
• Track critical production issues, risks, dependencies, and mitigation plans.
• Lead incident management, major incident calls, and Root Cause Analysis (RCA) activities, ensuring follow-up actions are completed.
• Drive backlog prioritization together with customers and internal stakeholders to ensure focus on business-critical items.
• Monitore SLAs, KPIs, service quality, and operational performance, and initiating improvement plans where required.
• Support release planning, hotfix coordination, production deployments, and change management processes.
• Build strong relationships with customers and serving as a trusted technical and operational partner.
• Identify opportunities for automation, process improvements, and operational efficiency.
• Prepare and presenting regular operational reports, executive status updates, and customer-facing communications.
• Ensure effective cross-functional collaboration and clear communication between all involved teams.

Requirements:

• Experience in Production Support, Application Support, or Service Delivery within an IT/SaaS organization.
• Strong technical understanding of enterprise applications and production environments.
• Excellent stakeholder management and communication skills.
• Proven experience managing customer escalations and coordinating cross-functional teams.
• Strong analytical and problem-solving abilities, with the capability to work under pressure in a fast-paced environment.
• Experience working in Agile environments and with tools such as Jira, ServiceNow, and monitoring platforms is an advantage.

Preferred Qualifications:

• Industry Knowledge: Experience in the insurance or financial services sector.
• Tool Proficiency: Experience with project management and support tools such as JIRA, ServiceNow, or similar platforms.

Key Competencies:

• Analytical Thinking: Ability to analyze complex problems and develop effective solutions.
• Leadership: Strong leadership skills to guide cross-functional teams and drive project success.
• Customer Focus: Commitment to delivering high-quality support services and enhancing customer satisfaction.
• Adaptability: Flexibility to manage changing priorities and work in a dynamic environment.

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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