Service Manager

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

Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated, low-code solutions and a cloud-first approach that accelerates customers’ digital transformation. Serving more than 600 customers in 30 countries, Sapiens offers insurers across Property & Casualty, Workers’ Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including Reinsurance, Financial & Compliance, Data & Analytics, Digital, and Decision Management. Sapiens’ team of more than 5,000 employees operates through our offices in North America, the UK, EMEA and Asia Pacific.

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.

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
• 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.

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 

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.