What are the responsibilities and job description for the Director of Support and SaaS Operations position at Service Aide?
Serviceaide is a leader in modern service and support management software. Our vision is to transform service management across IT, business/departments, and Customer Service. With customers around the world, Serviceaide applies breakthroughs in AI to deliver better experiences for employees, customers, and analysts. Our mission is to transform service through digital labor conversations, automation, and knowledge.
Position Overview:
The Director of SaaS and Support Operations will be accountable for providing outstanding customer service and the performance, security, and the reliability of our SaaS and on-premises offerings. This individual will leverage their expertise in providing world class customer service, technical management of SaaS and on premise systems, networking, security, and performance to ensure our systems operate at peak efficiency and our clients can use our ITSM/ESM and AI-based solutions effectively.
Key Responsibilities:
Lead and manage SaaS and Support teams, fostering a culture of excellent customer service. Establish and maintain strong relationships with customers, providing exceptional support and addressing issues and requests with a high level of empathy and professionalism achieving world class customer satisfaction.
Collaborate with cross-functional teams and clients to design and implement secure deployment architectures ensuring secure and scalable networking and system deployments that supports business growth.
Work with cross functional teams on customer account issues, plans, and strategies to improve customer satisfaction and revenue growth.
Analyze system performance metrics and customer feedback to identify areas for improvement and implement effective continuous process and team skills improvement.
Drive the administration and operational management of ITSM/ESM solutions, ensuring contractual and the evolving needs of clients are met consistent with Serviceaide corporate strategy.
Mange the sizing, configuration, provisioning, upgrades and performance tuning of applications and SaaS instances to ensure optimal speed, reliability, security, minimal cost, SLA and OKR achievement, and measured high client satisfaction.
Develop and implement robust security practices to protect customer data and ensure compliance with industry standards, including but not limited to SOC 2 type II compliance.
Create and maintain proactive system and user response time monitoring, issue detection and avoidance. Produce periodic reports of client experience, satisfaction, and system cost/performance.
Manage Cost of Goods Sold (COGS) to meet company objectives.
Establish and maintain operations best practices including security procedures and audits, Vulnerability and Penetration tests, Disaster Recovery plans and testing, Business Continuity Plans (BCP) and testing, root cause analysis (RCA) and change control processes.
Manage all operations audits including SOC 2 type II, on demand security audits and questionnaires and GDPR/LGPD compliance.
Conduct quarterly performance and operations reviews for clients
Provide subject expertise and internal consulting on system management and performance, network, security, system, and IT functions.
Mange internal company IT functions including O365 and local networks, labs, and applications, and servers. Provide employee IT support.
Stay abreast of industry trends and emerging technologies to ensure our SaaS offerings remain competitive, cost effective, and secure.
Develop and manage budgets, ensuring efficient provisioning and allocation of resources to meet OKRs, SLAs, department goals, and company objectives.
Continuously improve and develop effective support and operational policies and procedures and technical knowledge articles.
Produce actionable dashboards and reports to communicate with the company the health and service quality provided to clients and achievement of operational and financial OKRs.
Qualifications:
History of projecting a positive attitude and empathy toward customers in need of support, fostering collaboration and providing leadership in a cross functional team environment.
Proven Team building, Customer-Focused Corporate Culture development, employee mentoring and Conscious Leadership. Successful at unifying and managing a geo-diverse team.
Demonstrable performance delivering cost-effective high-quality customer support in a B2C environment with formalized case/ticketing and OKR-driven structured support processes.
Experience managing cloud infrastructure, hybrid, on premise, co-loc and SaaS operations.
Experience automating and delivering DevOps, SecOps, Network Management, and Performance Monitoring and Tuning
Experience selecting, contracting, and managing cloud infrastructure and technology providers
Experience managing SOC II type 2 audits, and ideally ISO 27001 certifications
Direct experience implementing and administering ITSM or CRM systems, with a history of delivering industry best practices and exceeding industry performance standards.
Excellent problem-solving abilities and a strategic mindset.
Strong communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
Relevant certifications such as ITIL, and knowledge of ISO 7001, 27002, 27701, NIST, HIPAA, GDPR/LGPD are a plus.
A minimum of 12 years of experience, with at least 5 years in a relevant SaaS and Support Operations Management role.
Bachelor’s degree required; MBA desired.