SaaS Operations Director — Remote Lead, Client Delivery

EIS Ltd; Madrid; Presencial; EUR 75.700 - 106.530; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangements

2 days office or equivalent

Private health insurance

Pension plan

Spanish language classes

Descripción de la vacante

EIS Ltd. is seeking an experienced SaaS Operations Director to ensure delivery within contractual entitlements for a portfolio of clients.

You will coordinate across internal teams, manage production processes, and maintain strong relationships with client leadership while driving service improvements and governance. Remote role based in Spain with hybrid collaboration, responsible for incident management, change control, and expansion of SaaS services in line with client contracts and strategic

Formación

• 7+ years of experience in SaaS production support and/or software implementation with clients in leadership position.
• Fundamentals of SaaS, Cloud and distributed Delivery Architecture.
• Fluent in French (written and verbal).

Responsabilidades

• Support a portfolio of SaaS clients.
• Serve as a single point of contact to the client for all SaaS services questions, concerns, requests and issues.
• Be a go-to expert on all aspects of EIS’s contractual obligations with the client; ensure that EIS meet these contractual entitlements and charge appropriately for services outside of entitlements.
• Engage and partner with client, internal and external teams regarding all contracted services
• Responsible for operational gatekeeping in terms of meeting contractual expectations and for ensuring delivery of services fall within the entitlement to the client.
• Engage with EIS Client Partner to grow business engagement and expand SaaS services with the client
• At the Operational level across clients and system integrators, perform initial client onboarding to establish and adhere to production processes including incident/problem management, change management, DevOps, ProdOps, SupportOps and provide continual operational management of those processes
• Build and maintain strong relationships with client’s operational and delivery leaders and acts a primary escalation point for issues raised by the client, establish trust and consistency
• Keep abreast of the state of operational performance and availability of the SaaS production system & stay alert to any issues; engage with the SaaS team and customer in a timely fashion for any critical, customer impacting issues.
• Work with customers to identify and implement improvements and eliminate pain points
• Collaborate with product development, Customer Application Support, and SaaS ops teams, and 3rd party support teams (SIs) to ensure adequate resources allocation and availability for application support activities to satisfy SLAs and customer production support contractual obligations
• Act as the voice of the client, collaborating with key internal downstream stakeholders including Customer Application Support, engineering, client partners and finance to provide strategic support, contract changes and conduct quarterly business reviews for supporting client’s strategic roadmap and objectives
• Provide governance review and reporting on all SaaS services to the client, regarding status of all production incidents, activities, progress, risks/issues, keeping all stakeholders informed upon agreed frequency
• Partner with internal Engineering teams on improving production incidents handling processes with aim to improve efficiency, such as SLAs, cost reduction
• Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment including Change Advocacy Board (CAB) processes
• Assist with coordinating EIS base updates as applicable and migration plans between client and internal teams
• Provide internal and external support planning for all SaaS operational and maintenance activities
• Engage with customer on all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams
• Advise and plan ongoing training opportunities to the client based on use of EIS and SaaS services
• Attend customer level events and operational summits to ensure production operational topics are planned for and executed

Conocimientos

SaaS production support

Cloud and delivery architecture

French (written and verbal)

Descripción del empleo

EIS Ltd. is seeking an experienced SaaS Operations Director to ensure delivery within contractual entitlements for a portfolio of clients.

You will coordinate across internal teams, manage production processes, and maintain strong relationships with client leadership while driving service improvements and governance. Remote role based in Spain with hybrid collaboration, responsible for incident management, change control, and expansion of SaaS services in line with client contracts and strategic