SaaS Operations Director, French Speaking

EIS Ltd

SaaS Operations Director overseeing portfolio of SaaS clients at a global software product firm. Ensuring service delivery aligns with contractual obligations and operational performance.

Posted 7/31/2026full-timeWarsaw • 🇵🇱 PolandLead💰 €6,700 - €8,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SaaS production support, client relationship management, and operational governance, ensuring adherence to contractual obligations and service delivery standards. Proficient in Agile methodologies, EIS Suite Products, and process optimization to enhance client satisfaction and operational efficiency.

Highest-signal resume keywords

SaaS Production SupportEIS Suite Products KnowledgeAgile MethodologiesFluent in FrenchRelationship Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SaaSCloud ArchitectureSDLCCICD PrinciplesIncident ManagementChange ManagementDevOpsProdOpsSupportOpsProcess Optimization

Soft Skills

Strong Communication SkillsLeadership SkillsProblem SolvingCustomer FocusFlexibility

Certifications & Qualifications

ISO 20000 Certification

Industry Keywords

Insurance ProductsClient OnboardingOperational PerformanceService Level AgreementsGovernance Review

Tech Stack

Tools & technologies

CloudReactSDLC

About the role

Key responsibilities & impact

Support a portfolio of SaaS clients;
Serve as a single point of contact to the client for all SaaS services questions, concerns, requests and issues.
Be a go-to expert on all aspects of EIS’s contractual obligations with the client; ensure that EIS meet these contractual entitlements and charge appropriately for services outside of entitlements.
Engage and partner with client, internal and external teams regarding all contracted services
Responsible for operational gatekeeping in terms of meeting contractual expectations and for ensuring delivery of services fall within the entitlement to the client.
Engage with EIS Client Partner to grow business engagement and expand SaaS services with the client
At the Operational level across clients and system integrators, perform initial client onboarding to establish and adhere to production processes including incident/problem management, change management, DevOps, ProdOps, SupportOps and provide continual operational management of those processes
Build and maintain strong relationships with client’s operational and delivery leaders and acts a primary escalation point for issues raised by the client, establish trust and consistency
Keep abreast of the state of operational performance and availability of the SaaS production system & stay alert to any issues; engage with the SaaS team and customer in a timely fashion for any critical, customer impacting issues.
Work with customers to identify and implement improvements and eliminate pain points
Collaborate with product development, Customer Application Support, and SaaS ops teams, and 3rd party support teams (SIs) to ensure adequate resources allocation and availability for application support activities to satisfy SLAs and customer production support contractual obligations
Act as the voice of the client, collaborating with key internal downstream stakeholders including Customer Application Support, engineering, client partners and finance to provide strategic support, contract changes and conduct quarterly business reviews for supporting client’s strategic roadmap and objectives
Provide governance review and reporting on all SaaS services to the client, regarding status of all production incidents, activities, progress, risks/issues, keeping all stakeholders informed upon agreed frequency
Partner with internal Engineering teams on improving production incidents handling processes with aim to improve efficiency, such as SLAs, cost reduction
Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment including Change Advocacy Board (CAB) processes
Assist with coordinating EIS base updates as applicable and migration plans between client and internal teams
Provide internal and external support planning for all SaaS operational and maintenance activities
Engage with customer on all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams
Advise and plan ongoing training opportunities to the client based on use of EIS and SaaS services
Attend customer level events and operational summits to ensure production operational topics are planned for and executed

Requirements

What you’ll need

7+ years experience in SaaS production support and/or software implementation with clients in leadership position
Understanding of fundamentals in SaaS, Cloud and distributed Delivery Architecture
Fluent in French (written and verbal)
Understanding of EIS Suite Products fundamentals, such as Customer, Policy, Billing, Claims, etc.
Understanding of high level EIS Suite Architecture
Understanding Agile principles and applied knowledge in SDLC and software development methodologies
Understanding of EIS build processes and CICD principles
Understanding of business concepts around insurance products, such as Auto, Home, Group Benefits, etc., offered by EIS application
Understanding of ISO 20000 certification and compliance
Strong relationship management skills
Strong verbal and written communication skills
Strong management skills to manage and meet deadlines
Leadership skills to guide and lead others
Great problem solving capabilities
Ability and flexibility to quickly react to ever changing landscape
Customer focus on understanding and meeting their needs
Process development and optimization skills

Benefits

Comp & perks

Work with top talent and great colleagues who are industry and technology experts.
Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
Flexible working hours and a modern office located in the center of Warsaw
3 extra days off
Employee referral program
Employment based on Umowa o Pracę
Remote work compensation, in line with Polish labor regulations
English and Polish language classes
Health insurance (Medicover)
Sports compensation (MultiSport)
KUP for eligible roles