{"id":2001204,"url":"https://alion.io/job/sapiens-service-manager-production-support","title":"Service Manager, Production Support","company":{"id":1982,"name":"Sapiens","domain":"sapiens.com","url":"https://alion.io/company/sapiens","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-07T09:09:08Z","employer_posted_date":null,"last_verified_at":"2026-10-07T09:09:08Z","board_verified":false,"closed_at":null,"days_open":16,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":16},"description":"Title: Service Manager, Production Support\nLocation: Remote\n\nJob Description:\nAs 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.\n\nWhat you’ll do:\n\nLead and coordinating Production Support activities for enterprise SaaS and IT environments.\n\nProvide technical support coordination and working closely with Development, QA, DevOps, Cloud Operations, Infrastructure, DBA, and Customer Success teams.\n\nManage customer-facing escalations and driving them to resolution while ensuring timely communication and stakeholder alignment.\n\nAct as the central point of coordination across multiple teams to ensure efficient incident resolution and service delivery.\n\nTrack critical production issues, risks, dependencies, and mitigation plans.\n\nLead incident management, major incident calls, and Root Cause Analysis (RCA) activities, ensuring follow-up actions are completed.\n\nDrive backlog prioritization together with customers and internal stakeholders to ensure focus on business-critical items.\n\nMonitore SLAs, KPIs, service quality, and operational performance, and initiating improvement plans where required.\n\nSupport release planning, hotfix coordination, production deployments, and change management processes.\n\nBuild strong relationships with customers and serving as a trusted technical and operational partner.\n\nIdentify opportunities for automation, process improvements, and operational efficiency.\n\nPrepare and presenting regular operational reports, executive status updates, and customer-facing communications.\n\nEnsure effective cross-functional collaboration and clear communication between all involved teams.\n\nRequirements:\n\nExperience in Production Support, Application Support, or Service Delivery within an IT/SaaS organization.\n\nStrong technical understanding of enterprise applications and production environments.\n\nExcellent stakeholder management and communication skills.\n\nProven experience managing customer escalations and coordinating cross-functional teams.\n\nStrong analytical and problem-solving abilities, with the capability to work under pressure in a fast-paced environment.\n\nExperience working in Agile environments and with tools such as Jira, ServiceNow, and monitoring platforms is an advantage.\n\nPreferred Qualifications:\n\nIndustry Knowledge: Experience in the insurance or financial services sector.\n\nTool Proficiency: Experience with project management and support tools such as JIRA, ServiceNow, or similar platforms.\n\nKey Competencies:\n\nAnalytical Thinking: Ability to analyze complex problems and develop effective solutions.\n\nLeadership: Strong leadership skills to guide cross-functional teams and drive project success.\n\nCustomer Focus: Commitment to delivering high-quality support services and enhancing customer satisfaction.\n\nAdaptability: Flexibility to manage changing priorities and work in a dynamic environment.\n\nAt Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.\n\nSapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":3912,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Financial Services","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-07T11:29:30Z"}],"visa":[],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.764,"p_room":0.9,"age_days":15,"expected_fill_days":27,"reasons":["seen:15","velocity","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/sapiens-service-manager-production-support","json_url":"https://alion.io/job/sapiens-service-manager-production-support.json","meta":{"generated_at":"2026-10-23T15:01:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22645,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1982},"rest":"https://alion.io/mcp/rest/get_company?id=1982"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsapiens-service-manager-production-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsapiens-service-manager-production-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsapiens-service-manager-production-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sapiens-service-manager-production-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsapiens-service-manager-production-support"}]}