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SaaS Operations Service Manager

3 months ago

Chicago, United States Duck Creek Technologies Full time

**SaaS Operations Service Manager** ***Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.*** WHAT WE ARE ABOUT: Our global team creates technology solutions that the insurance world has never seen - but really needs. With offices around the globe, our inclusive, innovative teams collaborate to continuously evolve our product offering that world-class P&C Insurers build their core systems on

Billing, Claims, Policy, Insights, Reinsurance, and more. The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works as they do. Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home, or on a hybrid schedule. Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location. We support our employees in making a decision that allows them to be the most productive they can be both at work and at home. If working in a fast-paced, rapidly evolving company that is transforming one of the worlds oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know. We are excited for your career to be Made on Duck Creek. WHAT YOULL DO: The SaaS Operations Service Manager will lead the day-to-day operations for the Duck Creek OnDemand (SaaS) team and is responsible for maximizing the quality of the production operations service to exceed the contractual SLAs (e.g., performance, availability, RTO, RPO) for each of our customers. + Responsible for the management of critical incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partner + Ensures that the technical resources and partners have a deep understanding of the issue, impact and the path to resolution + Sets clear incident resolution objectives and timings + Ensures that each participant understands the incident management process and their role in that process + Drives the technical root cause analysis process by engaging the correct technical teams and driving the technical remediation plan + Ensures the correct incident management process is being followed per contract obligations + Oversees and guides the incident management process and identify any gaps within operational processes + Serves as an escalation point for all operations issues + Supports the Client Service Mangers in their contractual (Service Orders) deliverables + Develops and improve procedures to ensure smooth and effective operational processes + Monitors the critical incident management process and establish a follow-up process + Functions as the main point of contact between monitoring and operations teams + Creating reports on critical operational issues on monthly and quarterly bases + Assumes responsibility for driving change management (service request/change request) approval processes + Performs other related duties and activities as requiredWHAT YOUVE DONE: + Bachelors degree or higher education level, or its foreign equivalent, + 3-5 years of IT process management experience + 7+ years IT hands-on engineering experience + Experience with Salesforce (preferred) + ITIL Foundation certificate + OSA or Service Operations Certificate or equivalent experience + Solutions minded commander and a strong communicator to lead the Outage calls to troubleshoot and provide solutions + Solid organizational skills including attention to detail and multi-tasking. + Must be organized, flexible and able to manage multiple initiatives simultaneously. + Excellent client facing and internal communication skills. + Strong interpersonal, verbal and written communication, presentation, and technical communication skills. + Display the capacity to convey technical jargon to non-technical audiences + Project Management skills + ****Travel: 10%**** + ****Special Work Hours:**** As required + ****Work Authorization:**** Legally authorized to work in the country of the job location. + ****Physical:**** **Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work**Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously

improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants - to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. Duck Creek Technologies

does not accept nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes

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