Client Services Manager (Saas, Fintech)

We are seeking a highly skilled and motivated SaaS Production Support Manager to join our market leading Fintech solution provider to the Capital Markets. As the SaaS Production Manager, you will be responsible for overseeing and managing a core set of accounts and the production support operations for our software-as-a- service (SaaS) products.

Your primary focus will be to become a valued partner to a portfolio of clients and to ensure the stability, availability and performance of our SaaS applications and collaborating with cross-functional teams to drive continuous improvement.

This is a client focussed role based in the Client Services division to expand the usage of your products throughout the entire production support lifecycle to maximise value and manage client satisfaction.

Your clients will typically be C Level executives at hedge funds and asset managers.

Responsibilities:

• Oversee day-to-day operations of the production support team, ensuring the team delivers high-quality support services within defined SLAs.
• Lead and manage a cross functional team, providing mentorship, guidance, and performance feedback.
• Drive continuous improvement initiatives to enhance system reliability, stability, and performance.
• Develop mutually beneficial long term client partnerships
• Coordinate with development, QA, and infrastructure teams to
• Develop and implement strategies to optimize production support operations and enhance customer experience.
• Resolution and minimal disruption to client services.
• Troubleshoot and resolve production issues.
• Manage and resolve complex production incidents, ensuring timely
• Establish and maintain best practices, processes, and procedures for incident management, problem resolution, and root cause analysis.

Qualifications:

• Management.
• Previous experience of managing relationships at C Level with banks and hedge funds/SI
• Strong leadership and team management skills.
• Proficient in monitoring tools and technologies for application performance
• Solid knowledge of incident management, problem management, and root cause analysis methodologies.
• Previous experience of managing a cross functional team
• Excellent communication skills with the ability to interact effectively with clients and cross-functional teams.
• Proven experience (6 years+) in treasury or Capital Markets IT experience managing SaaS production support operations.
• Proactive, self-motivated, and able to work effectively in a fast-paced environment.
• Strong understanding of Capital Markets and Fintech solutions.
• Experience in managing and resolving complex production incidents.
• Detail-oriented with excellent problem-solving and analytical abilities.

Apply now if you would like to find out more about this opportunity and Iopa Solutions will connect with you to discuss in greater detail!