Service Manager - Toronto, Canada - Sapiens

Sapiens

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Manager:

Req ID: Location: Toronto, CA**Title
Service Manager

Location - Remote
Sapiens International Corporation (NASDAQ and

TASE:
SPNS) empowers the financial sector, with a focus on, to transform and become digital, innovative, and agile.

Backed by 40 years of industry expertise, Sapiens offers a complete platform, with pre-integrated, solutions and a cloud-first approach that accelerates customers' digital transformation.

Serving more than 600 customers in 30 countries, Sapiens offers insurers across & Casualty, ' Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including, 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.

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 includes 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:

Delegating and directing Service tasks, monitoring progress, and providing follow up communication to clients.
Provide accountability to all Critical and Highlevel 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 day2 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 problemsolving 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 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 Multicultural/Multi timezone 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

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, M/F/D/V.
**#LI-Remote