Service Manager, Production Support

Toronto, CA

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.

#LI-Remote

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers’ compensation from offices across North America, Europe, the Middle East, and Asia Pacific.

We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process:

Sapiens India does not authorize any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and were acted upon, you do so at your own risk. Sapiens shall neither be responsible for honoring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com .