SaaS Service Delivery Manager

Summary

Join NEC Software Solutions as a Delivery Manager to support our Housing SaaS Platforms, ensuring the availability of NEC Mobile, NEC Scheduler, NEC Repairs, and NEC Engage. Monitor and maintain these platforms, including Postgres, Networks, Patroni, and Servers. Responsibilities include planned maintenance, service meetings, and support, acting as the point of contact between housing and CST. The role requires strong communication, management, and analytical skills, along with experience in ITIL and SaaS in Azure. Public sector knowledge, specifically Local Government and Housing, is essential. This is a hybrid or remote position depending on location.

Requirements

• Proven relationship management background
• Working level understanding of ITIL (v4 preferred)
• Excellent communication and strong management skills
• Knowledge of the various technologies used to deliver services, specifically SaaS in Azure
• Ability to listen, influence, negotiate and make decisions
• Excellent analytical skills
• Experience with developing and delivering Service Improvement Plans
• Public sector knowledge specifically Local Government and Housing
• Must be a resilient self-starter who is happy to work alone
• Sound commercial understanding

Responsibilities

• Monitor and maintain the Housing SaaS platforms, including Postgres, Networks, Patroni, and Servers
• Perform planned maintenance, including patching upgrades for Servers and Patroni, maintaining certification, and planning hardware changes
• Collaborate with the Development Manager to review new releases and ensure database efficiency
• Serve as the point of contact between housing and CST, coordinating technical resources and establishing a prescription check
• Work with the application team to identify and resolve issues, ensuring adequate 24/7 cover and SLAs
• Collaborate with the helpdesk to establish a support plan for the Housing SaaS
• Run regular service meetings with stakeholders, documenting and driving forward actions, and reporting results
• Plan server capacity increases and provide a roadmap of infrastructure upgrades
• Publish a daily health check status, analyze results, and report to stakeholders
• Ensure action is taken against any trend analysis
• Arrange STO and Emergency CR as required from the monitoring analysis
• Be aware of all CST changes that could impact 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 (FTE)
• 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
• Free access to LinkedIn Learning with over 15000 courses