SaaS Operations Lead: Client Delivery & SLAs

EIS Ltd; Warszawa; On-site; PLN 322,000 - 385,000; Full time

Benefits offered by this job

Flexible hours

Modern Warsaw office

3 extra days off

Employee referral program

Umowa o Pracę

Job summary

EIS Ltd is seeking a SaaS Operations Director to oversee delivery of contracted SaaS services for a portfolio of clients from its Warsaw base. The role coordinates production operations across teams to meet entitlements, manage incidents, and drive improvements that align with contractual obligations.

You will partner with client stakeholders and internal engineering, support, and sales teams to ensure production stability, capacity planning, and successful onboarding of new services.

Qualifications

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

Responsibilities

• Coordinate service delivery to meet contracted entitlements and ensure value delivery.
• Serve as single point of contact to client for all SaaS service questions and issues.
• Own governance of contractual obligations and ensure services stay within entitlements.
• Collaborate with client, internal teams and 3rd parties to allocate resources and meet SLAs.
• Escalate critical issues and provide timely status updates to client and stakeholders.

Skills

SaaS production support

Cloud architecture

French language

Job description

EIS Ltd is seeking a SaaS Operations Director to oversee delivery of contracted SaaS services for a portfolio of clients from its Warsaw base. The role coordinates production operations across teams to meet entitlements, manage incidents, and drive improvements that align with contractual obligations.

You will partner with client stakeholders and internal engineering, support, and sales teams to ensure production stability, capacity planning, and successful onboarding of new services.