Senior Director, SaaS Operations & Support

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

SaaS Operations:

We design, build and run the leading Enterprise Identity solutions. Our SaaS Operations team is accountable to run SaaS platform & software built on leading edge technologies. We focus on operations excellence and strive to attract the best talent in our industry to stay as a world class SaaS Operations team. 

The Senior Director, SaaS Operations & Support will be responsible for outbound interactions with our regional customers, while also maturing our existing incident and problem management processes to achieve the highest level of Customer Satisfaction. An ideal candidate would have demonstrated strong technical and organizational skills managing large scale SaaS operations & support organizations with excellent customer relationship skills. They should have the ability to influence decision making processes and work with the Executive Leadership Team.

WHAT YOU WILL BE DOING

• Responsible for managing the SaaS operations and Customer support outbound experience for our customers for a global region
• Majority of the productive time goes towards outbound engagement with customers supporting their full lifecycle of implementation, ongoing value realization and operating their setups
• Travel about 50% of the time to meet with your regional customers (in person) for relationship management, provide operational updates, product/engineering roadmap updates and opportunity identification
• Measure your success by meeting KPIs towards effective responses and resolutions during incidents, uptime and performance goals and proactive issue detection through monitoring / alerting
• Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production by providing an Operations feedback loop.
• Recruit, manage and motivate a strong SaaS Operations team to operate best-in- class service offerings for Saviynt customers.
• Work closely with the InfoSec team to adhere to evolving Security practices and postures as Saviynt business scales.

WHAT YOU BRING

• BA/BS degree in Computer Science/engineering or related field
• 15+ years of hands-on technical experience along with strong management and communication skills
• Deep understanding and technical experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud.
• Experience operating and supporting a large scale SaaS platform, and applications footprint
• Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
• Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
• Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.

If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.