Title: Delivery Manager, Production Support
Location: Remote
Job Description:
As a Delivery Project 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.
What you’ll do:
- Project Delivery Management: Oversee the planning, execution, and delivery of production support projects, ensuring they meet scope, time, and quality standards.
- Incident and Problem Management: Lead the resolution of high-priority incidents, conduct root cause analyses, and implement preventive measures.
- Client Communication: Serve as the primary point of contact for clients regarding production support issues, providing regular updates and managing expectations.
- Cross-Functional Coordination: Collaborate with development, QA, infrastructure, and other internal teams to facilitate seamless support operations.
- Process Improvement: Identify opportunities to enhance support processes, implement best practices, and drive efficiency.
- Reporting and Documentation: Maintain accurate records of support activities, prepare reports on service performance, and document lessons learned.
Requirements:
- Experience: Minimum of 5 years in project management within a production support or IT operations environment.
- Technical Proficiency: Familiarity with insurance software systems and understanding of ITIL frameworks.
- Project Management Skills: Proven ability to manage multiple projects simultaneously, with strong organizational and time-management skills.
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
Preferred Qualifications:
- 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.
Key Competencies:
- 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.
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.
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