Senior Service Delivery Manager – SaaS (d/w/m)
Core
Drive service and support for a GovTech SaaS platform, designing processes for public and private sector customers operating under contractual SLAs.
Role type
Senior Service Delivery Manager (SaaS)
Builds
Service and support processes for a No-Code/Low-Code platform
Domain
GovTech, SaaS, No-Code/Low-Code
Required skills
Service and support management in B2B/B2G SaaS, building and operating service processes, ITIL standard processes, SLA measurement and reporting, No-Code/Low-Code product context, AI in service operations
Preferred skills
ITIL certification, Public Sector or GovTech experience
Technologies
No-Code/Low-Code platforms, AI tools
Responsibilities
Design L1-L3 support flows and escalation paths, analyze service KPIs (SLA, FCR) to drive improvements, plan support capacity based on ticket data, coordinate L2/L3 escalations with legal and product teams, derive runbooks and standards from recurring cases
Seniority
Senior, hands-on IC
