Location
British Columbia | Canada
Job description
Job Summary:
AssetWorks is seeking an experienced Software as a Service (SaaS) Operations Leader to manage our hosted and cloud-based software offerings' commissioning, upgrades and ongoing management. This position will be responsible for growing and mentoring the team that deploys, monitors, and manages our industry-leading fleet and asset management solutions for state and local governments and select commercial customers. This leader will ensure the team delivers the highest service possible with a customer-for-life mentality. This is a ”leadership from the front” role, and the successful candidate will be able to balance technology decisions, resource allocation, and developing and refining processes with recruiting, training, and mentoring employees, in addition to providing management oversight and escalation support to the team. The ideal candidate will deeply understand SaaS technologies, project management and team leadership.
Job Description:
Essential Duties and Responsibilities:
- Recruit, lead and mentor a team responsible for installation, upgrade, monitoring and ongoing management of customer software environments
- Accountable for 7x24x365 contractual SLA commitments to customers
- Leads the resolution of customer issues, outages and escalations
- Led development of standardized tools and processes to ensure high-quality service
- Manages vendor relationships critical to providing software as a service
- Builds processes to keep customers informed of how and when issues are resolved
- Recommend product architecture and deployment improvements to increase the speed and quality of deployments and collaborate with other departments to implement improvements.
- Monitor and optimize cloud expenses to align with budgetary constraints and organizational objectives.
- Report on key metrics to track application performance and the status of hosted environments.
- Maintains rapport with customers through candid dialogue and continuous improvement
- Responsible for obtaining and managing SOC1, SOC 2 and ISO 27001 certification
- Identify team member's strengths and growth potential and delegate duties appropriately.
- Fosters a collaborative “open-door” culture
- Identify areas of improvement for the department in collaboration with other managers.
Requirements:
The ideal candidate from an accredited college or university will possess a bachelor’s degree in Computer Science, Information Systems or a related STEM field. Asset Management domain knowledge and/or experience working with state and local governments is a plus.
The successful candidate will possess the following:
- 10 years of enterprise IT infrastructure management experience (cloud & 3rd party hosting)
- Must be able to work with changing deadlines and priorities in a fast-paced environment
- Excellent project management, communication, and interpersonal skills
- Significant experience in all phases of the software lifecycle
- Experience in managing / maintaining SOC1, SOC 2 and ISO 27001 certification
- Experience using ITIL to manage software as a service
- Talent acquisition and organizational development expertise
- Experience managing enterprise applications to SLA’s
- Experience with implementing CI/CD pipelines within a hybrid computing environment
- Familiarity with tools for automated deployments, including developing and managing IaC
- Experience with relational databases (Oracle or MS SQL Server)
- Experience with building and managing environments in Microsoft Azure
- Skilled at collaborating across departments to resolve customer issues
- An ability to make decisions often with incomplete information in stressful situations
- Excellent communication and presentation skills (written and verbal)
- Travel: Less than 10%
- After-hours work: Some required
- Soft skills
- Attention to detail
- Adaptability
- Team player
- Resilience
Requirements:
Job tags
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