SaaS Operations /Service Manager

Objectway; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Permanent employment.

Challenging and progressive position

Job summary

Objectway, a global fintech provider, is seeking a SaaS Operations/Service Manager for London to lead UK service delivery and a cross-functional team. The role emphasizes maintaining SLAs, client satisfaction, and continuous improvement in a fast-paced fintech environment.

You will collaborate with product, delivery, and infrastructure teams to ensure optimal service performance and incident management, while driving governance and compliance across the service lifecycle.

Qualifications

• 5+ years in service management, with at least 2 years in a SaaS environment, preferably fintech serving wealth or investment managers or banks.
• Minimum of 2+ years in a leadership or managerial role.
• Strong understanding of SaaS operations, cloud services, and enterprise software solutions.
• Experience working with SaaS performance and monitoring tools, SLAs, and service delivery management frameworks.
• Demonstrated ability to manage customer relationships, handle escalations, and deliver results under pressure.
• Knowledge of financial technology, regulations, and security standards is highly preferred.

Responsibilities

• Oversee service delivery and management for UK clients.
• Lead a service team to meet SLAs and client expectations.
• Coordinate with product experts, delivery and infrastructure teams to ensure effective service provision.
• Drive continuous improvement and governance/compliance.
• Team Collaboration & Leadership.

Skills

Leadership

SaaS operations

Customer relationship management

Communication skills

Problem solving

Tools

ITIL framework

SaaS monitoring tools

Job description

Building on more than 30 years of business expertise, Objectway is an international wealth, banking and asset management software provider empowering clients to embrace their future challenges while providing great performance today. The Group is a future‑proof technology player with a well‑established track record in the financial services industry and over €100 million of consolidated revenue. The Group is a global Top 100 fintech provider (IDC ranking), whose clients include 200+ leading Wealth Managers, Banks, Asset Managers, Fund Managers, Insurers and Outsourcers in more than 15 countries. With over 800 professionals operating from Italy, UK, Belgium, Germany, Switzerland and Ireland, the Group serves clients in 4 continents, supporting approximately 100,000 investment professionals to manage more than €1 trillion in assets.

UK (London, Birmingham)

SaaS Operations / Service Manager

The SaaS Service Manager will be responsible for the effective delivery, management, and continuous improvement of our SaaS Services servicing UK Wealth and Investment Management companies. In addition to managing service performance, you will lead a service team, ensuring they work effectively meeting the contractual SLAs and client expectations. You will drive continuous improvement in service delivery, support customer success, coordinating with product experts, delivery and infrastructure management teams to ensure effective service provision and ensure high levels of client satisfaction while maintaining strong leadership over your team.

The role involves overseeing the entire service lifecycle, from onboarding new clients to ensuring optimal system performance, managing incidents and service requests, and ensuring that contractual service‑level agreements (SLAs) are met. The ideal candidate will possess a deep understanding and strong experience in SaaS Service delivery in a fast‑paced fintech environment, strong problem‑solving abilities, and excellent communication skills to engage with both internal teams and external clients.

Main Activities

• Service Delivery & Management
• Client Support & Relationship Management
• Incident & Problem Management
• Continuous Improvement
• Governance & Compliance
• Team Collaboration & Leadership

Requirements

• Minimum of 5+ years of experience in service management role, with at least 2 years in a SaaS environment, preferably in fintech serving wealth or investment managers or banks.
• Minimum of 2+ years in a leadership or managerial role.
• Strong understanding of SaaS operations, cloud services, and enterprise software solutions.
• Experience working with SaaS performance and monitoring tools, SLAs, and service delivery management frameworks.
• Demonstrated ability to manage customer relationships, handle escalations, and deliver results under pressure.
• Knowledge of financial technology, regulations, and security standards is highly preferred.

Personal Profile

• Proven leadership skills, with experience managing, mentoring, and developing a team.
• Strong analytical, troubleshooting, and problem‑solving skills.
• Excellent communication and interpersonal skills, with the ability to manage client expectations and work cross‑functionally within a team.
• Ability to handle multiple priorities in a fast‑paced, high‑growth environment.
• Familiarity with ITIL, Agile methodologies, and other service management frameworks.
• Strong organizational skills with attention to detail.
• Willingness to travel in the UK.

What we offer

• Permanent employment.
• A challenging and progressive position within an international work environment.

What’s next

• Please note that first interviews are mainly held virtually. Second or third stage might be arranged at our premises.
• Candidates who are successful in the recruitment process will be asked to consent to a pre‑employment screening as part of the final steps.

Equality Policy

We are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.