Regional Service Management

Location: Holon (Hybrid)

About Us

Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative, and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated, low-code solutions and a cloud-first approach that accelerates customers’ digital transformation. Serving more than 600 customers in 31 countries, Sapiens offers insurers across Property & Casualty, Workers’ Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including Reinsurance, Financial & Compliance, Data & Analytics, Digital, and Decision Management. Sapiens’ team of more than 5,000 employees operates through our offices in North America, the UK, EMEA and Asia Pacific.

Job Description

Sapiens is looking for a highly motivated and successful executive with proven service management skills, to join its Cloud Services unit.

Ideally, candidate will have a strong track record of post-production supporting services, and project delivery experience. Insurance organizations background is an advantage.

Overall, it is expected to hold substantial experience managing and supporting tier 1 customers.

To be successful in this role one should have experience of ITIL process, Service contracts, Managing P&L, the ability to make multi-dimensional decisions, and lead matrix global teams.

The role might include traveling to customers’ sites in case of need.

Responsibilities

• Owns and leads the Cloud Services suite engagement for customers.
• Participate as part of the cloud executive team to set the group's strategic goals and direction.
• Monitor and enforce cloud process standards to all teams.
• Manage cloud infra support teams (Matrix Management) architects, engineers, project managers, and support teams, fostering a culture of collaboration, innovation, and excellence.
• Identify opportunities for growth within the EMEA markets and drive upscale initiatives to expand the company's cloud services presence.
• Cultivate and maintain strong relationships with Senior management key customers and stakeholders to understand their cloud needs, address concerns, and ensure customer satisfaction.
• Accountable & manage budgets, track financial performance, and ensure cost-effectiveness in delivering cloud services across the EMEA region.
• Ensure compliance with data protection regulations and company standards and implement robust security measures.
• Ensure Sapiens cloud assets are properly monitored, work closely with the operations department, and analyze key performance indicators (KPIs) to evaluate the effectiveness and efficiency of cloud services operations, making data-driven decisions to improve performance.
• Continuous Improvement: Stay updated with industry trends, best practices, and emerging technologies related to cloud services, incorporating them into the company's offerings and operations.
• Processes: Ensure the Service management team is following and complying with Cloud services processes (ITIL) and fully maintaining and leading customers' operations from all aspects.
• Delivery: Close engagement with delivery teams – your group of managers will be highly engaged with Sapiens Solutions delivery teams to ensure delivery all delivery aspects (Quality, Performance, Security, etc.) are properly met before rolling the solution to the Client’s cloud environment.
• Architecture: Understand cloud architecture (Azure, AWS) world of terms, components, and operations-related impacts.
  
  

• Manage over 5 years teams of Service Manager/ Service Delivery Manager /Customer account executive – Production support is an advantage.
• Experience with software project management/software release management.
• Experience with customers, leading executive meetings.
• Experience with Cloud Hosting Solutions components, including operational aspects of infrastructure, environments, networks, and security.
• Experience with leading multiple work streams and stakeholders across the organization, context switching, and matrix management.
• Familiar with ITIL processes and their definition, tools, and implementation (Service Now).Ability to travel (approx. Twice a quarter – several days).
• Experience with offshore team management.
• Please note: All work is conducted in English.
• Extended availability: as a part of operations, this role requires high availability and commitment also outside standard working hours/days according to needs.
  
  

• Ability to manage and work under pressure, and through complex situations.
• Communicates well in written, verbal and presentations. All in formal or informal situations.
• Ability to understand and explain technical concepts to non-technical colleagues.
• Ability to negotiate, influence, mediate and manage to prevent or resolve conflict situations.
• Service oriented.
• Process oriented.