SaaS Service Delivery Manager

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*** Please note - Hybrid or remote subject to location ***We are seeking a Delivery Manager to have overall responsibility for the availability of the Housing SaaS platforms e.g. NEC Mobile, NEC Scheduler, NEC Engage, NEC Repairs, and any others that may be added in the future. The role requires:Good technical understanding across all SaaS productsTo have a single ''go-to'' person for customers and internal staff with the senior management experience and technical knowledge to manage the delivery of Housing SaaS products.This includes proactive management, monitoring, and maintenance of the SaaS delivery.Triage, resolution coordination and manage communications with the customer and internal staff.Overall performance reporting and management to the Director of Operations holding the Product team, Development team, and CST (Central Services) teams to account.Have an understanding of the Housing product requirements and how the system is used by customersAbility to coordinate all teams within NECAbility to drive forward all issuesTo communicate with customers to address technical issues relating to the productsMonitoring

The role will also involve the responsibility to ensure adequate monitoring and alerting across the SaaS platforms.This would cover:PostgreSQLNetworksPatroniServersMain Responsibilities:

Publishing a daily health check status on the system - analyse the results of the health check e.g. CPU creeping upMonitoring trends and analysing the results of the health check (e.g. CPU creeping up and advising the appropriate area within NEC; CST/Product etc)Ensuring action is taken against any trend analysisArranging STO, and Emergency CR as required from the monitoring analysisBeing aware of all CST changes that could impact our services and mitigate against these changesPlanned Maintenance

Ensuring there is planned maintenance on the database ensuring it is as efficient as possible - e.g. fragmentation resolution etcMaintaining Server patch upgrades as changes have been made to the platform servers.Maintaining Patroni (High Availability) patching upgradesMaintaining certificatesIn conjunction with the Development Manager, reviewing new content for a releasePlanning any new hardware changesService Meetings

Running regular service meetings for all products and all functions – with all Stakeholders - Project managers, product, development, CST, Architects, Lead consultantsDocumenting the meetings and driving forward actionsHighlighting gaps across all areasAgreeing a set format to report the monitoring resultsPlanning server capacity increases to cover new customers, additional modules, mergers, knowledge of the size of each customerProviding a roadmap of infrastructure upgradesSupport

Being the point of contact for CST when an issue is raised and coordinating all technical resourcesHave a prescription check in place when an issue is raised.Working with the application team to find the source of an issueEnsuring adequate cover 24 x 7. Alerts are to be monitored at the weekend and actioned.Ensuring we have the right SLA with all the CST teams e.g. CloudOpsAgreeing on a plan for how support works with the helpdesk and developmentQualifications

Proven relationship management background.Working level understanding of ITIL (v4 preferred)Excellent communication and strong management skillsKnowledge of the various technologies used to deliver services, specifically SaaSAbility to listen, influence, negotiate and make decisions.Excellent analytical skills.Develop and deliver 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.Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following: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/sell4 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 needsCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.We’d love your help. And we’ll support you all the ..... full job details .....