SaaS Operations / Service Manager (UK (London, Birmingham))
The SaaS Service Manager will be responsible for the effective delivery, management, and continuous improvement of our SaaS Services servicing UK Wealth and Investment Management companies. In addition to managing service performance, you will lead a service team, ensuring they work effectively meeting the contractual SLAs and client expectations. You will drive continuous improvement in service delivery, support customer success, coordinating with product experts, delivery and infrastructure management teams to ensure effective service provision and ensure high levels of client satisfaction while maintaining strong leadership over your team.
The role involves overseeing the entire service lifecycle, from onboarding new clients to ensuring optimal system performance, managing incidents and service requests, and ensuring that contractual service-level agreements (SLAs) are met. The ideal candidate will possess a deep understanding and strong experience in SaaS Service delivery in a fast‑paced fintech environment, strong problem‑solving abilities, and excellent communication skills to engage with both internal teams and external clients.
Main Activities
- Service Delivery & Management
- Client Support & Relationship Management
- Incident & Problem Management
- Governance & Compliance
Requirements
- Minimum of 5+ years of experience in service management role, with at least 2 years in a SaaS environment, preferably in fintech serving wealth or investment managers or banks.
- Minimum of 2+ years in a leadership or managerial role.
- Strong understanding of SaaS operations, cloud services, and enterprise software solutions.
- Experience working with SaaS performance and monitoring tools, SLAs, and service delivery management frameworks.
- Demonstrated ability to manage customer relationships, handle escalations, and deliver results under pressure.
- Knowledge of financial technology, regulations, and security standards is highly preferred.
Personal Profile
- Proven leadership skills, with experience managing, mentoring, and developing a team.
- Strong analytical, troubleshooting, and problem‑solving skills.
- Excellent communication and interpersonal skills, with the ability to manage client expectations and work cross‑functionally within a team.
- Ability to handle multiple priorities in a fast‑paced, high‑growth environment.
- Familiarity with ITIL, Agile methodologies, and other service management frameworks.
- Strong organizational skills with attention to detail.
- Willingness to travel in the UK.
What we offer
- A challenging and progressive position within an international work environment.
Equality Policy
We are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
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