Delivery Manager (SaaS Ops)

About Us:

FlexTrade Systems is a global leader in a SaaS based high performance multi-asset execution management and order management systems for equities, fixed income, foreign exchange, futures, and options. A pioneer in the field, FlexTrade is internationally recognized for introducing FlexTRADER®, the world’s first broker-neutral execution management trading system, which allows clients to completely control and customize their execution workflows through a comprehensive ability to search/access liquidity while maintaining the confidentiality of their trading strategies.

The Team:

Our SaaS Operations team works collaboratively across the globe, with local teams in every office providing operational support in a rewarding, fast-paced environment. This team is responsible for keeping all aspects of the SaaS environment running smoothly.

About You:

Located in our Great Neck Office, Long Island, we are looking for a hands-on SaaS Operations Delivery Manager to play a pivotal role in ensuring service delivery excellence. The SaaS Operations Delivery Manager acts as a key liaison between clients (internal and external), service desk staff, and management to help maintain high levels of client satisfaction and operational efficiency. The ideal person for this role will be a hands-on technical lead who is able to understand the technical work being undertaken by the team, across hardware, virtualization, storage, networking, Citrix, Windows, and Linux. They should have deep knowledge across all these areas, sufficient to guide the team to deliver high-quality outcomes. They must have at least one area of specialization. They must have strong troubleshooting skills as well as strong communication skills. They must be structured, organized, and able to communicate effectively. The SaaS Operations Delivery Manager will work directly with our internal teams and management to support and enable our external clients.

Responsibilities:

• Function as the primary delivery lead for SaaS BAU services for the Americas

• Managing and coordinating Incident and Major Incident response efforts

• Drive and coordinate Root Cause Analysis work, including the preparation of interim and final documentation within defined SLAs

• Managing service requests, queues/tickets, and the delivery of the requests. Ensuring adherence to service level agreements (SLAs)/Service Level Objectives (SLOs) across all ITSM efforts.

• Proactively follow up on overdue tickets and escalate issues where necessary.

• Produce and monitor Service Desk KPIs to ensure the team is working efficiently and no bottlenecks

• Being a point of escalation for internal customers

• Managing/assisting with in-region support coverage and the handover process to other regions.

• Serve as the in-region senior lead for the SaaS Ops team

• 5+ years’ experience in an ITSM coordination/supervisory role, preferably within an MSP or IT service environment

• Knowledge of formal IT Service Management principles, being at least ITIL4 foundation certified

• Familiarity with IT service management tools (e.g., ServiceNow)

• Strong problem-solving skills and attention to detail

• Highly structured, with strong organizational and time management skills

• Have hands-on experience and in-depth knowledge in at least one of the following disciplines – Networking, Citrix, Windows, Cloud (AWS, Azure), or Linux.

• Strong technical knowledge in disciplines outside of the primary area of expertise.

• Strong communication and interpersonal abilities, both written and verbal

• Customer-focused mindset with a passion for delivering excellent service

• Ability to handle competing priorities in a fast-paced environment

Additional qualifications:

• Experience with providing support, direction, and technical guidance across Linux, Storage, Networking, Citrix, Cloud (Azure and AWS), and Virtualization

• Experience working within a Citrix environment (on-prem/hybrid/cloud), utilizing NetScaler, including setup, troubleshooting, and SAML configuration

• Experience in configuration management and automation platforms like Ansible and Puppet

• Scripting skills – PowerShell or Python

• Power BI Skills

• Advanced ITIL or ITSM-related qualifications