Service Manager

1 month ago

Toronto, Canada Sapiens Full time

**Service Manager**:

- Req ID: 53515- 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 High-level 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 day-2 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 problem-solving 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 Multi-cultural/Multi time-zone 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

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