Senior Manager, SaaS Services

4 weeks ago

Collingwood, Ontario, Canada Saviynt Full time

About Saviynt:

Saviynt is a leading identity authority platform dedicated to empowering and safeguarding organizations in today's digital landscape. As businesses navigate the complexities of digital transformation and increasing cyber threats, Saviynt's Enterprise Identity Cloud offers unmatched visibility, control, and intelligence, enabling clients to defend against risks while granting users the appropriate access to essential digital tools.

Role Overview:

The Senior Director of SaaS Operations & Support is tasked with overseeing customer interactions across various regions while enhancing existing incident and problem management frameworks to ensure optimal customer satisfaction. The ideal candidate will possess robust technical and organizational capabilities, having successfully managed extensive SaaS operations and support teams, along with exceptional customer relationship management skills. This role requires the ability to influence strategic decisions and collaborate effectively with the Executive Leadership Team.

Key Responsibilities:

  • Oversee SaaS operations and customer support engagement for a global clientele.
  • Dedicate significant time to customer interactions, facilitating their implementation journey, ongoing value realization, and operational management.
  • Engage in approximately 50% travel to meet regional customers for relationship management, operational updates, product roadmaps, and opportunity exploration.
  • Evaluate success through KPIs related to incident response, uptime, performance metrics, and proactive issue detection via monitoring systems.
  • Collaborate with product and engineering teams to ensure the delivery of high-quality products and effective operational feedback.
  • Recruit, lead, and inspire a high-performing SaaS Operations team to deliver exceptional service offerings.
  • Work closely with the Information Security team to maintain compliance with evolving security practices as the business expands.

Qualifications:

  • Bachelor's degree in Computer Science, Engineering, or a related discipline.
  • 15+ years of substantial technical experience complemented by strong management and communication skills.
  • In-depth knowledge and hands-on experience with major Cloud Service Providers such as Microsoft Azure, AWS, or Google Cloud.
  • Proven experience in operating and supporting large-scale SaaS platforms and applications.
  • Demonstrated ability to lead a world-class operations organization and manage 24/7 on-call support teams for global customers.
  • Experience in building, scaling, and monitoring the infrastructure necessary for SaaS applications and services.
  • Track record of fostering a strong, customer-centric operations and support culture focused on quality.

Additional Requirements:

As part of this role, you will be required to complete security and privacy training during onboarding and annually thereafter. You will also need to review and adhere to various Information Security and Privacy Policies and Procedures.

Why Join Saviynt?

Saviynt offers a dynamic work environment with significant growth and learning opportunities through challenging and rewarding projects that directly impact our clients. We pride ourselves on fostering a welcoming and positive workplace culture. If you thrive in a fast-paced environment and are resilient, you will find a great fit with us.

Equal Opportunity Employer:

Saviynt is committed to creating a diverse environment and is proud to be an equal opportunity employer. We welcome all qualified applicants to join our team without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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