Posted last month
Service Manager, Production Support
@ Sapiens
Remote in Canada
Overview
Sapiens is hiring a Service Manager for its Production Support Group to oversee production support for insurance software solutions. The role manages incident resolution, customer escalations, SLA compliance and continuous service improvement across cross-functional teams. The position is fully remote.
Responsibilities:
- Lead production support activities for enterprise SaaS environments
- Manage customer escalations to resolution
- Lead incident management and root cause analysis
- Monitor SLAs, KPIs and service quality
- Support release planning and change management
Requirements summary:
- Experience in production, application or service delivery support in IT/SaaS
- Strong technical understanding of enterprise applications
- Proven customer escalation and cross-functional coordination experience
- Strong analytical and problem-solving skills
- Experience with Agile and tools such as Jira and ServiceNow is an advantage
Tools & skills
Source and dates
Source type not verified · hibob
- Employer posting date
- 2026-09-30
- First seen by our source
- 2026-10-12
- Source record updated
- 2026-10-19
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Project management |
| Manages people | Yes |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Sapiens
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Intelligent Insurance Solutions
Full company description
Sapiens is a global leader in intelligent insurance software solutions. With our robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success.
- LinkedIn followers
- 240,483
- People associated on LinkedIn
- 5,247
- Reported office locations
- London, England WC2B 4TS, GB
- 26 Harokmim St, Azrieli Center, Building A, Holon, Israel 588 5800, IL
- 801 Corporate Center Dr, Suite 320, Raleigh, North Carolina 27607, US
- 4th. Floor, Cary, NC 27513, US
- Minatomirai, Nishi-ku, Yokohama, 220-6211, JP
- 4th Floor, Rochelle Park, NJ 07662, US
- Hosur Road, Bengaluru, Karnataka 560068, IN
- 377 Rivonia Boulevard, Johannesburg , ZA
- Av. Manoteras 44, Madrid , 28050, ES
- Schäferkampsalle 16, Hamburg , 20357, DE
- 3 Assembly Square, Cardiff , CF10 4PL, GB
- Bredevej 2, Copenhagen, 2830, DK
- 146 Chorzowska Street, Katowice , 40-101, PL
- Shanghai, CN
- 175 Pitt Street, Sydney , AU
- 1605 N Cedar Crest Blvd, Allentown, Pennsylvania 18104, US
- Business categories
- Innovation Management
- Farming
- Software
- Agriculture
- InsurTech
- Management Information Systems
- Financial Services
- AgTech
- Other recorded names
- Sapiens
- SAPIENS
- Specialties
- • Insurance Software Solutions
- • Innovative Business Decisions Management System
- • DECISION - The Business rules environment
- • eMerge
- the ultimate extreme transactions environment
- Life and Annuities
- Property & Casuality
- Reinsurance
- Life and Pensions
- Workers' Compensation
- Medical Professional Liability
- Insurtech
- Fintech
- and Financial and Compliance
- Profile identifies a recruitment agency
- No
- Reported total investment
- 88,319,410
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Sapiens is a global leader in intelligent insurance software solutions. With our robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and…
| Field | Value |
|---|---|
| Industry | Software Development |
| Company size | 5,001-10,000 employees |
| Headquarters | London, England |
| Organization type | Privately Held |
| Year founded | 1982 |
| Specialties | • Insurance Software Solutions• Innovative Business Decisions Management System• DECISION - The Business rules environment• eMergethe ultimate extreme transactions environmentLife and Annuities Property & CasualityReinsuranceLife and Pensions Workers' Compensation |
| Open jobs on Jobsy | 4 |
| View page |
Location: Remote
Job Description:
As a Service Manager in the Production Support Group at Sapiens, you will oversee the end-to-end delivery of production support services for our insurance software solutions. This role involves managing incident resolution, coordinating minor enhancements, ensuring SLA compliance, and driving continuous service improvements to meet client expectations.
What you’ll do:
- Lead and coordinating Production Support activities for enterprise SaaS and IT environments.
- Provide technical support coordination and working closely with Development, QA, DevOps, Cloud Operations, Infrastructure, DBA, and Customer Success teams.
- Manage customer-facing escalations and driving them to resolution while ensuring timely communication and stakeholder alignment.
- Act as the central point of coordination across multiple teams to ensure efficient incident resolution and service delivery.
- Track critical production issues, risks, dependencies, and mitigation plans.
- Lead incident management, major incident calls, and Root Cause Analysis (RCA) activities, ensuring follow-up actions are completed.
- Drive backlog prioritization together with customers and internal stakeholders to ensure focus on business-critical items.
- Monitore SLAs, KPIs, service quality, and operational performance, and initiating improvement plans where required.
- Support release planning, hotfix coordination, production deployments, and change management processes.
- Build strong relationships with customers and serving as a trusted technical and operational partner.
- Identify opportunities for automation, process improvements, and operational efficiency.
- Prepare and presenting regular operational reports, executive status updates, and customer-facing communications.
- Ensure effective cross-functional collaboration and clear communication between all involved teams.
Requirements:
- Experience in Production Support, Application Support, or Service Delivery within an IT/SaaS organization.
- Strong technical understanding of enterprise applications and production environments.
- Excellent stakeholder management and communication skills.
- Proven experience managing customer escalations and coordinating cross-functional teams.
- Strong analytical and problem-solving abilities, with the capability to work under pressure in a fast-paced environment.
- Experience working in Agile environments and with tools such as Jira, ServiceNow, and monitoring platforms is an advantage.
Preferred Qualifications:
- Industry Knowledge: Experience in the insurance or financial services sector.
- Tool Proficiency: Experience with project management and support tools such as JIRA, ServiceNow, or similar platforms.
Key Competencies:
- Analytical Thinking: Ability to analyze complex problems and develop effective solutions.
- Leadership: Strong leadership skills to guide cross-functional teams and drive project success.
- Customer Focus: Commitment to delivering high-quality support services and enhancing customer satisfaction.
- Adaptability: Flexibility to manage changing priorities and work in a dynamic environment.
At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.
Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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