Saas Program Manager
September 12 2024
Industries
Bank, Insurance, Financial services
Categories IT,
Remote
Toronto, ON • Full time
Position Overview
We are looking for a dynamic and experienced Program Manager (PM) to play a pivotal role in driving large-scale change and transformation programs including onboarding new clients to the SaaS platform and transitioning existing clients' systems from on-premise infrastructure to a SaaS environment as well as managing the ongoing SaaS operation. An ideal candidate will have extensive experience managing complex IT transitions for large companies, a strong background in SaaS delivery management, and a deep understanding of SaaS platforms.
The PM primary responsibility is to oversee the end-to-end service delivery process, ensuring adherence to SLAs, fostering strong client relationships, and driving continuous improvement initiatives. The PM acts as the main point of contact for clients, managing their expectations and serving as an advocate for their needs within our organization.
Key responsibilities during SaaS TRANSITION phase
- Transition Management:
- Lead the end-to-end transition process from on-premise systems to SaaS, ensuring minimal disruption to client operations.
- Develop and execute a detailed project plan, including timelines, resource allocation, and risk management strategies.
- Client Engagement:
- Act as the primary point of contact for clients throughout the transition, addressing their concerns and ensuring alignment with their needs.
- Facilitate regular status meetings with clients to provide updates, gather feedback, and resolve any issues that arise.
- Service Delivery Optimization:
- Monitor and manage service delivery metrics to ensure the SaaS solution meets or exceeds client expectations.
- Implement best practices and process improvements to enhance service delivery and overall client satisfaction.
- Cross-Functional Collaboration:
- Work closely with internal teams including IT, development, and support to coordinate the transition activities.
- Collaborate with SaaS vendors and third-party partners to ensure smooth integration and deployment of the new system.
- Risk Management:
- Identify potential risks and develop mitigation plans to address any issues that could impact the transition process.
- Proactively address and resolve any technical or operational challenges that arise during the transition.
- Training and Support:
- Develop and deliver training programs for client teams to ensure a smooth adoption of the SaaS solution.
- Provide ongoing support and guidance to clients post-transition to ensure effective utilization of the new system.
Key responsibilities during SaaS OPERATION phase
- Client Relationship Management:
- Serve as the primary point of contact for assigned clients, building and maintaining strong relationships.
- Understand client needs and objectives, ensuring alignment with service delivery strategies.
- Regularly communicate with clients to provide updates, gather feedback, and address concerns promptly.
- Service Delivery Oversight:
- Works directly with the Customer Success Manager and Client, constantly validating or update SaaS needs
- Sets directions and removes obstacles that could impede success and advocates for alignment of practices with Univeris policies
- Set up and participate in monthly meetings with SaaS customers to review key performance metrics listed in the "Monthly Reporting to Client" section of this document
- Monitor service delivery performance against SLAs, KPIs, and other metrics, taking proactive measures to ensure targets are met or exceeded.
- Identify areas for improvement and work with internal teams to implement corrective actions and optimize service delivery processes.
- Conduct regular service reviews with clients to review performance, discuss upcoming changes, and identify opportunities for enhancement.
- Ensures decisions are made by senior Univeris staff within defined time constraints
- Makes decisions escalated by the SRE/DevOps Engineer(s) within the span of control
- Team Leadership and Collaboration:
- Foster a collaborative working environment across internal teams (e.g., technical support, operations, etc.) to ensure seamless service delivery.
- Facilitate knowledge sharing and cross-training initiatives to enhance team capabilities and ensure coverage during peak periods or emergencies.
- Escalation Management:
- Ensures issues are escalated to senior Univeris staff promptly
- Manage and resolve escalated issues or disputes with clients, working closely with internal stakeholders to find timely and satisfactory resolutions.
- Ensure timely communication and transparency throughout the escalation process, keeping stakeholders informed of progress and outcomes.
- Performance Reporting and Analysis:
- Generate regular reports on service delivery performance, highlighting key metrics, trends, and areas for improvement.
- Conduct in-depth analysis of performance data to identify root causes of issues, drive process improvements, and enhance overall service quality
- Advocate for tools to facilitate efficiencies
Qualifications
- Experience
- Minimum of 5 years of experience in service delivery management, with a focus on IT transitions or SaaS implementations.
- Proven track record of managing large-scale transition projects successfully.
- Strong understanding of ITIL framework and best practices related to service delivery.
- Skills
- Strong understanding of SaaS platforms and cloud-based technologies.
- Excellent project management skills, with the ability to develop and execute detailed project plans.
- Exceptional client management and communication skills, with the ability to build and maintain strong client relationships.
- Excellent communication and interpersonal skills, with the ability to effectively engage with clients and internal stakeholders at all levels.
- Demonstrated leadership abilities, including the capacity to inspire and motivate teams to achieve common goals.
- Analytical mindset with the ability to interpret performance data and drive data-driven decision-making.
- Exceptional problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
- Nice to have
- Fluency in Spanish to conduct business discussions
- Education
- Bachelor's degree in Information Technology, Business Administration, or a related field. PMP or similar project management certification is a plus.
The Work Environment
Our mid-sized office environment is in a great location downtown - we are right by St. Lawrence Market, close to the Distillery District, and 10 minutes away from the Financial District! Work may be in-office, remote, or hybrid, collaborating with other team members in-personal and digitally during regular business hours. We offer a flexible schedule, however, some work outside of normal business hours may be required on occasion due to time-constrained activities or collaborating with remote teams
Our Culture
Our culture is what makes Univeris a fantastic place to work! We have an inclusive work environment that is collaborative, dynamic, and open to new ideas. We incorporate integrity, honesty, and commitment into all aspects of our business functioning. From our open-door policy to our engaging company events, we take every opportunity to ensure that our employees are empowered, valued, and celebrated. In addition to our culture, we have other amazing benefits and perks that we offer to ensure you are at your best such as competitive compensation reviewed twice a year, robust health benefits, including yearly health care spending account available since day one and matching RRSP contribution program, personal and sick days are provided to the whole organization, etc.
At Univeris, we embrace diversity and inclusion and are committed to equal employment opportunities. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process may e-mail a request to careers@univeris.com.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
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