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SaaS Delivery Manager

Netherlands, Zuid-Holland, De LierTechnical Customer Support

Job description

Climate for growth
It is Priva's mission to create an optimal environment where people can work, grow and develop. We offer global solutions for horticulture and building automation.

Our ambition is to be known as the leading technology and service provider for sustainable urban deltas. We are proud that our solutions result in lower consumption of natural resources and contribute to several of the Sustainable Development Goals (SDGs).

To fulfill our mission and ambition, we are looking for dedicated colleagues.

Your future ecosystem
Between Rotterdam and The Hague, you find the greenhouse capital of the world: “Het Westland”, where our campus is located in The Lier. A region that has a great contribution to The Netherlands as food exporter number 2 worldwide, right after the US.

In these 100 square kilometers, Priva was founded in the fifties. An innovative second-generation owned family business. Today we are a high-tech company that develops hardware, software and digital services in the field of climate control, energy-saving and optimal reuse of water. We do this for horticulture, indoor and city farming, as well as utility buildings such as offices, retail, hotels and hospitals.

We are proud that we are working with 500 colleagues, in 15 international branch offices divided over 12 countries together with over 400 international installation partners to deliver our sustainable solutions and services in more than 100 countries.

To successfully make the transition to cloudware, we are setting up an extra layer in our support organization to service all our clients who are working with our cloud services. As our SaaS Delivery Manager, you will guarantee and guard the SLA’s, incident response coordination and you are the owner of the internal support processes.

How you add value
Working with SLA’s is new inside Priva. This means that you lead by example in executing this change management focused role. The first steps towards 24/7 service window are made but our road is still a long one. You will further set up, guard, analyze and improve the internal processes and tools in order to honor the SLA and provide the best service experience to our customers. In this role, you guard that the criteria of the Service Level Agreements are being met and that our availability, mean time to restore service are on point.

It is important that you internally foster and sustain a proactive service-oriented 24x7 mindset by stimulating and affirming desired core values such as sharing together the obligation of being on standby fairly. Together you build and maintain confidence in the product services so that the risk of being called during standby is considered (very) low. You are the linking pin between all the different development and support teams and work with them to integrate reliability into the development cycle.

You are also the point of contact for questions, requests and suggestions regarding structural improvements within the cloud response process by senior management, product owners, strategic partners and customers or operational stakeholders who fulfill the role of incident leader, incident responder, incident communicator or scribe.

When an escalation occurs, you are in the lead when it comes to informing cloud service partners and senior management about incidents in the event of (possible) data loss/stagnation, security issues or breach of SLA. Where the incident leaders focus on the current incident (without escalation), you look over individual incidents to monitor the SLA per service. Your work also includes monitoring that post-mortems are performed and result in structural improvements. You also focus on the possible aftermath of a high severity incident. Additionally, you prevent lower severity incidents from ever-escalating into higher severity incidents.

Job requirements

Who you are

We are looking for a mature, self-starting, process-loving SaaS Delivery Manager who understands what it means to change an organization towards SLA-driven support. Furthermore, we will read your resume to find:

  • A Bachelor's or Master's degree. Preferably Business Administration & IT, Information Management or Business Informatics;
  • At least 10 years of experience in business and IT and at least 5 years experience in (people) change management and service management with appropriate service levels achieved;
  • Experience in consistent delivery of large-scale initiatives;
  • Capability of pushing an organization towards mature process handling, based on process implementation and improvement in an environment that applies self-organization;
  • Functional leadership and coaching energizes you where you inspire and mobilize professionals who do not report to you hierarchically;
  • Experience as an incident leader, mostly by leading by example;
  • Capability to keep calm under pressure by overseeing the bigger picture and the ability to make confident and swift action.

What you get

In numbers:

  • A gross salary based on your experience in the range of € 5.000 and € 6.500,- based on 40 hours a week;
  • We find a healthy work-life balance important: working flexible hours combined with 30 vacation days a year and the option to buy more;
  • 8% holiday allowance;
  • Travel allowance of € 0,19/km with a daily maximum of 150 kilometer.

For your own sustainability:

  • Join our collective health insurance;
  • Be secured with our pension plan;
  • Feel engaged and join our participation plan;
  • Keep on learning with your personal education possibilities and budget;
  • Be happy and fit by using our healthy cafeteria, our free on-premises fitness where you can participate in CrossFit, Pilates and Spinning classes or play table tennis or football

Does all of this make you smile? Feel free to apply below or contact us for further information. We are keen to tell you more about us, our vision and future.

A screening procedure can be part of our selection process.