SAAS Application Manager

Job Overview:

We are seeking a highly skilled and experienced SAAS Application Manager to oversee the management, maintenance, and administration of our Software-as-a-Service (SAAS) applications. The ideal candidate will be responsible for the strategic planning, budgeting, user onboarding, vendor management, incident and problem management, and ensuring smooth operation of the SAAS platforms. This role will require both technical expertise and strong communication skills to collaborate effectively with stakeholders, manage vendor relationships, and ensure end-users receive high-quality support and training.

Key Responsibilities:

• Manage day-to-day operations of SAAS applications, ensuring their stability, reliability, and availability.
• Monitor application performance, resolve technical issues, and work with IT teams to perform necessary updates and upgrades.
• Perform regular audits, system checks, and security reviews to ensure optimal application performance and compliance.
• Oversee the configuration, setup, and administration of SAAS applications, including managing user roles, permissions, and access controls.
• Serve as the primary point of contact for all external SAAS vendors, ensuring clear communication and a strong working relationship.
• Negotiate contracts, service level agreements (SLAs), and renewals with vendors to secure favorable terms and pricing.
• Collaborate with vendors to address any application-related issues and escalate when necessary for timely resolution.
• Evaluate vendor performance against agreed-upon SLAs and metrics, ensuring service delivery aligns with organizational expectations.

Strategic Planning:

• Develop and execute strategic plans for the enhancement and optimization of SAAS applications, ensuring alignment with overall business goals.
• Evaluate emerging trends, technologies, and best practices to recommend improvements and innovations for the application ecosystem.
• Collaborate with cross-functional teams to ensure that SAAS applications meet both current and future business needs.

Incident and Problem Management:

• Lead the incident management process, ensuring that any issues or disruptions with the SAAS applications are promptly identified, reported, and resolved.
• Investigate recurring problems, root causes, and implement permanent solutions to prevent future occurrences.
• Develop and maintain incident management procedures and ensure they align with organizational policies and industry best practices.
• Coordinate with IT, vendors, and stakeholders to ensure timely resolutions and minimal impact on business operations.

Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5 years of experience in SAAS application management, including administration, support, and user management.
• Proven experience in vendor relationship management and negotiating contracts and SLAs.
• Strong knowledge of budgeting and cost management practices, with experience optimizing subscription-based services.
• Exceptional problem-solving and incident management skills, with a proactive approach to identifying and resolving issues.
• Familiarity with ITIL practices and frameworks (incident management, problem management) is a plus.
• Knowledge of various SAAS applications and platforms (e.g., CRM, ERP, HRMS) is desirable.

Preferred Qualifications:

• ITIL or similar certifications in incident, problem, and change management.
• Experience in managing enterprise-level SAAS platforms.
• Experience with cloud technologies (AWS, Azure, Google Cloud) and API integrations.