Sapiens International Corporation N.V.

Service Manager, Production Support

Sapiens International Corporation N.V. • $90K — $110K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years in Production Support, Application Support, or Service Delivery within IT/SaaS organizations.
  • Strong technical understanding of enterprise applications and production environments.
  • Excellent stakeholder management and communication skills.
  • Proven experience in managing customer escalations and coordinating cross-functional teams.
  • Strong analytical and problem-solving skills, capable of working under pressure.
  • Familiarity with Agile environments and tools like Jira, ServiceNow.

Responsibilities

  • Lead Production Support activities for enterprise SaaS and IT environments.
  • Coordinate technical support with Development, QA, DevOps, and other teams.
  • Manage customer-facing escalations to ensure resolution and timely communication.
  • Act as the central hub for incident resolution and service delivery.
  • Track production issues, risks, and develop mitigation plans.
  • Drive backlog prioritization with customers and stakeholders.
  • Monitor SLAs, service quality, and operational performance for continuous improvement.

Benefits

  • Comprehensive benefits package including health, dental, and vision coverage.
  • Flexible remote work options promoting work-life balance.
  • Professional development opportunities for career advancement.
  • Access to cutting-edge technology and tools.
  • Collaborative company culture that emphasizes teamwork.
Full Job Description
Title: Service Manager, Production Support

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.


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About Sapiens International Corporation N.V.

Sapiens International Corporation N.V. is a provider of software solutions for the insurance industry, with a focus on the financial services sector. The Company offers software solutions for life, pension, annuity, property and casualty, reinsurance, financial and compliance, workers' compensation, and financial markets. Its software solutions are designed to enable its customers to manage their operations and processes, including policy administration, claims management, underwriting, and billing. The Company's products and services include Sapiens CoreSuite, Sapiens DigitalSuite, Sapiens Reinsurance, Sapiens IDIT, Sapiens Stingray, Sapiens UnderwritingPro, Sapiens AgentConnect, Sapiens Intelligence, and Sapiens Decision. The Company's customers include insurance carriers, third-party administrators, brokers, and agents.
Learn more about Sapiens International Corporation N.V.
Size
4,044 employees
Market Cap
$1 billion
Industry
Enterprise Technology
Net Income
$33.7 million
Founded
1982
5 Year Trend
+16.4%
Revenue
$382.9 million
NASDAQ
SPNS
* Ladders Estimates

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