SaaS Operations Delivery Manager (SaaS Ops)

We are looking for a hands-on SaaS Operations Delivery Manager to play a pivotal role in ensuring service delivery excellence. The SaaS Operations Delivery Manager acts as a key liaison between clients, service desk staff, and management to help maintain high levels of client satisfaction and operational efficiency.

Requirements

• 5+ years’ experience in an ITSM coordination/supervisory role, preferably within an MSP or IT service environment
• Knowledge of formal IT Service Management principles, being at least ITIL4 foundation certified
• Familiarity with IT service management tools (e.g. ServiceNow)
• Ability to handle competing priorities in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Customer-focused mindset with a passion for delivering excellent service
• Excellent organisational and time management skills
• Strong communication and interpersonal abilities, both written and verbal