Full-Time SaaS Delivery Manager

SaaS Delivery Manager

Please note - Hybrid or remote subject to location

We are seeking a Delivery Manager to have overall responsibility for the availability of the Housing SaaS platforms e.g. NEC Mobile, NEC Scheduler, NEC Engage, NEC Repairs, and any others that may be added in the future.

The role requires:

• Good technical understanding across all SaaS products
• To have a single 'go-to' person for customers & internal staff with the senior management experience and technical knowledge to manage the delivery of Housing SaaS products.
• This includes proactive management, monitoring, and maintenance of the SaaS delivery.
• Triage, resolution coordination and manage communications with the customer and internal staff.
• Overall performance reporting and management to the Director of Operations holding the Product team, Development team, and CST (Central Services) teams to account.
• Have an understanding of the Housing product requirements and how the system is used by customers
• Ability to coordinate all teams within NEC
• Ability to drive forward all issues
• To communicate with customers to address technical issues relating to the products
• Monitoring
• The role will also involve the responsibility to ensure adequate monitoring and alerting across the SaaS platforms.
• This would cover:-
1. Postrgres Networks
2. Patroni Servers
3. Main Responsibilities:
• Publishing a daily health check status on the system - analyse the results of the health check e.g cpu creeping up
• Monitoring trends and analysing the results of the health check (e.g CPU creeping up and advising the appropriate area within NEC; CST/Product etc)
• Ensuring action is taken against any trend analysis
• Arranging STO, and Emergency CR as required from the monitoring analysis
• Being aware of all CST changes that could impact our services and mitigate against these changes
• Planned maintenance
• Ensuring there is planned maintenance on the database ensuring it is as efficient as possible - e.g fragmentation resolution etc
• Maintaining Server patch upgrades as changes have been made to the platform servers.
• Maintaining Patroni (High Availability) patching upgrades
• Maintaining certificates
• In conjunction with the Development Manager, reviewing new content for a release
• Planning any new hardware changes
• Service Meetings
• Running regular service meetings for all products and all functions – with all Stakeholders - Project managers, product, development, CST, Architects, Lead consultants
• Documenting the meetings and driving forward actions
• Highlighting gaps across all areas
• Agreeing a set format to report the monitoring results
• Planning server capacity increases to cover new customers, additional modules, mergers, knowledge of the size of each customer
• Providing a roadmap of infrastructure upgrades
• Support
• Being the point of contact for CST when an issue is raised and coordinating all technical resources
• Have a prescription check in place when an issue is raised.
• Working with the application team to find the source of an issue
• Ensuring adequate cover 24 x7.
• Alerts tare o be monitored at the weekend and actioned.
• Ensuring we have the right SLA with all the CST teams e.g CloudOps
• Agreeing on a plan for how support works with the helpdesk and development
• Proven relationship management background
• Working level understanding of ITIL (v4 preferred)
• Excellent communication and strong management skills
• Knowledge of the various technologies used to deliver services, specifically SaaS
• Ability to listen, influence, negotiate and make decisions
• Excellent analytical skills
• Develop and deliver Service Improvement Plans
• Public sector knowledge specifically Local Government and Housing
• Must be a resilient self-starter who is happy to work alone
• Sound commercial understanding

What is the last date for applying to the job?

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