SaaS Delivery Manager - Housing

The SaaS Delivery Manager at NEC Software Solutions holds a vital role overseeing the availability and performance of various Housing SaaS platforms. Key responsibilities include proactive management, monitoring, and maintaining service delivery. You will be the go-to person for both customers and internal teams, ensuring the seamless coordination and resolution of any technical issues. Your role also involves reporting on overall performance to senior management and facilitating regular service meetings with stakeholders.

To be suitable for the SaaS Delivery Manager role at NEC Software Solutions, candidates should have a strong relationship management background, as well as a working-level understanding of ITIL (preferably v4). Excellent communication skills are paramount along with analytical capabilities. Experience in public sector knowledge, specifically in Local Government and Housing, is also beneficial. A resilient self-starter attitude is key for this position.

The SaaS Delivery Manager at NEC Software Solutions should possess a solid technical understanding of various technologies used in delivering SaaS services. Familiarity with systems like Postgres, Patroni, and networking is crucial as the role requires managing and monitoring these technologies to ensure optimal performance. Additionally, knowledge of Housing product requirements is essential to effectively serve our customers.

NEC Software Solutions is committed to the professional growth of its employees, including those in the SaaS Delivery Manager role. You will be encouraged to develop and deliver Service Improvement Plans and engage in continuous learning opportunities. The role itself provides exposure to cross-functional teams, enhancing your management skills and expanding your industry knowledge. You'll also receive support to navigate your career path within the organization.

NEC Software Solutions offers an attractive benefits package for its SaaS Delivery Managers, including private medical cover, generous paid holiday options, and substantial life assurance cover. The company also provides a Group Pension Plan with excellent employer contributions and a range of flexible benefits tailored to individual needs. Employees can enjoy a work environment that focuses on well-being and professional growth.

In managing service delivery in a SaaS environment, first, I establish clear communication channels among all stakeholders. I prioritize monitoring the performance metrics regularly and analyze trends emerging from the data. This proactive approach allows me to identify potential issues before they escalate, ensuring that all teams are aligned and responsive to evolving service demands.

Certainly! In a previous role, I encountered a significant technical issue that caused downtime for a critical application. I coordinated with both the application and infrastructure teams, identifying the root cause through a systematic investigation. By implementing a collaborative approach to troubleshooting, we were able to resolve the issue promptly, significantly reducing downtime and improving the system's resilience moving forward.

To ensure that my team meets SLAs, I regularly review performance metrics and conduct service meetings to identify areas for improvement. Clear expectations are set, and I integrate continuous feedback mechanisms to adapt our processes dynamically. Additionally, I promote accountability and maintain strong communication to facilitate quick responses when deviations occur.

Managing stakeholder expectations involves maintaining transparency and open lines of communication. I regularly update stakeholders on progress, potential challenges, and performance metrics. By setting realistic timelines and actively involving them in problem-solving, I ensure they feel valued and engaged, thus aligning our goals effectively.

In a previous project, I dealt with conflicting priorities from the development team and operations. I facilitated a meeting that allowed both sides to present their needs, prioritizing based on impact and urgency. This collaborative approach helped us develop a shared roadmap that acknowledged the requirements of both teams while ensuring project continuity.

For effective monitoring of SaaS performance, I implement automated monitoring tools that provide real-time insights into system health. I also establish key performance indicators (KPIs) that align with business objectives. Regular health checks and trend analyses allow us to proactively address any anomalies and ensure optimal service delivery.

When approaching service improvement plans, I conduct a thorough assessment of current processes and identify areas that require enhancement. I involve team members in brainstorming sessions to gather insights and collaboratively develop actionable plans. I then establish clear timelines and metrics to evaluate progress, ensuring that improvements are measurable and sustainable.

I believe the most critical skill for a SaaS Delivery Manager is effective communication. Being able to articulate complex technical information to various audiences—both technical and non-technical—is crucial. This skill fosters collaboration, helps in navigating challenges, and ultimately drives the success of service delivery initiatives.

To stay updated on the latest trends in SaaS technology, I actively engage in professional networks, follow industry publications, and attend relevant webinars and conferences. I also read blogs and listen to podcasts featuring industry experts. Continuous education is vital to remain competitive, so I ensure to dedicate time regularly for personal development.

What I enjoy most about being a SaaS Delivery Manager is the opportunity to impact users positively. Seeing how our solutions enhance efficiency for clients and serve significant public needs is incredibly fulfilling. The dynamic nature of the role—balancing technical, operational, and managerial aspects—keeps me engaged and motivated every day.