Head of SaaS Operations

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Serve as the designated operational owner and main point of contact for Regions Bank on a daily basis.

• Lead the operational cadence for customer interactions during the go-live phase and subsequent stabilization.

• Facilitate prompt decision-making, effective escalation, and coordinated execution.

• Proactively identify operational risks and communicate them in a timely manner.

• Manage daily preparedness for go-live, including conducting a “dress rehearsal” as if live.

• Establish an organized response team for addressing critical issues.

• Drive the resolution of operational gaps, which includes monitoring, engineering coverage in US hours, conducting root-cause analyses, and automating deployments.

• Maintain visibility on actions, risks, dependencies, and decisions.

• Develop a comprehensive understanding of the integration landscape between Regions and the Temenos core.

• Assess issues across Temenos, applications, data, infrastructure, and the broader ecosystem.

• Navigate the Temenos organization effectively to sustain momentum within matrixed teams.

• Lead and coordinate the account team that interfaces with Regions.

• Collaborate with technical architects and delivery or service delivery managers.

• Define decision-making responsibilities and escalation processes.

• Create and validate a repeatable operational playbook for strategic accounts.

• Implement the operational model across Americas customers as the scope evolves.

⛳️ Requirements

• Demonstrated leadership in managing complex enterprise or banking technology operations, particularly through implementation, go-live, and early-life support phases.

• Strong judgment in customer-facing situations, able to build trust, communicate openly, and lead effectively under pressure.

• Experience in coordinating incident responses, ensuring service readiness, managing operational risks, and executing root-cause follow-ups across various teams.

• Capability to lead within a matrixed environment, establishing clear responsibilities and engaging both technical and non-technical stakeholders without direct reporting authority.

• Adequate understanding of SaaS, applications, and infrastructure to frame issues, engage constructively, and involve appropriate specialists; deep technical expertise is not a requirement.

• Exceptional skills in prioritization, written communication, and managing executive stakeholders.

• Familiarity with Temenos products, SaaS operations, and organizational networks is highly beneficial.

• Proven experience in developing and scaling repeatable operational standards or playbooks across customers or regions.

🏝️ Benefits

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.

• Civil Partnership: 1 week of paid leave for marriages and civil partnerships, including same-sex partnerships.

• Family care: 4 weeks of paid leave for family care.

• Recharge days: 4 days per year designated for physical or mental recharging as needed.

• Study leaves: 2 weeks of paid leave annually for study or personal development.