Service Manager, Production Support

Job summary

Oversee end-to-end delivery of production support services for insurance software, managing incident resolution and SLA compliance. Coordinate across cross-functional teams to drive root cause analysis and continuous service improvements for SaaS environments.

Job details

About the Company 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. About the Role Lead and coordinating Production Support activities for enterprise SaaS and IT environments. Responsibilities 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. Qualifications 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. Required Skills 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. Preferred Skills 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. Pay range and compensation package #LI-Remote Equal Opportunity Statement 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.

What you’ll do

Oversee end-to-end delivery of production support services for insurance software, managing incident resolution and SLA compliance. Coordinate across cross-functional teams to drive root cause analysis and continuous service improvements for SaaS environments.

Requirements

Requires experience in production or application support within an IT/SaaS organization, preferably in the insurance or financial services sector. Must possess strong stakeholder management skills and proficiency with tools like Jira and ServiceNow.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Jira · Preferred
• Root Cause Analysis · Preferred
• Agile · Preferred
• Process Improvement · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Production Support
• Incident Management
• SLA Compliance
• Stakeholder Management
• Root Cause Analysis
• SaaS
• Jira
• ServiceNow
• Agile
• Change Management
• Customer Escalation Management
• Operational Reporting
• Insurance Industry Knowledge
• Cross-functional Coordination
• Technical Support Coordination
• Process Improvement

Job areas

• Software
• Customer Service & Support
• Management & Leadership
• Technology
• Finance & Accounting