SaaS Delivery Manager

Summary

Join NEC Software Solutions as a Delivery Manager for Housing SaaS Platforms, where you'll ensure the availability and smooth operation of platforms like NEC Mobile, NEC Scheduler, NEC Repairs, and NEC Engage. This role involves monitoring, planned maintenance, service meetings, and support, requiring experience with Housing Management Software or similar Public Sector SaaS Platforms. You'll be responsible for monitoring system health, implementing planned maintenance, coordinating technical resources, and running service meetings with stakeholders. The ideal candidate will possess strong technical understanding, relationship management skills, and experience with ITIL principles.

Requirements

• Proven experience in a similar role, monitoring and managing the delivery of SaaS Products for Housing or wider Public Services
• A demonstrable technical understanding across SaaS Products within Housing and an understanding of how the systems are used by customers
• Proven Relationship Management experience, with a capability to be the “go-to” person for customers and internal staff
• Working level understanding of ITIL – and an ability to both coordinate and work collaboratively with the teams within these principals. (Change, Problem, Major Incident)
• Extremely strong communication skills, with a proven ability to triage, coordinate and manager communications with customers and internal staff and drive forwards the resolution of these issues
• Able to demonstrate sound commercial understanding, with the ability to listen, influence, negotiate and make decisions
• Experience with both understanding Housing SaaS Platform Analytics, and using these to inform the design and delivery of Service Improvement Plans

Responsibilities

• Publishing a daily health check status on the system – and analyse the results of the  health check – ensuring to report anything to necessary stakeholders
• Ensuring action is taken against any trend analysis
• Arranging STO, and Emergency CR as required from the monitoring analysis
• Being aware of all CST changes that could impact our services and mitigate against  these changes

Benefits

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs