SaaS Operations Director (French speaking)

About the role

The SaaS Operations Director is responsible for the successful delivery of contracted SaaS services to a portfolio of clients. Acting as the primary escalation point, the Director ensures that all service entitlements are met and that any work outside the contract is properly invoiced or captured in new statements of work.

Key responsibilities

• Serve as the single point of contact for all SaaS service questions, concerns, requests and issues for assigned clients.
• Coordinate delivery across EIS departments to fulfil contractual obligations and optional service expansions.
• Gatekeep operational processes to guarantee compliance with service entitlements and accurate billing.
• Lead client onboarding, establishing incident/problem, change, DevOps, ProdOps and SupportOps processes.
• Maintain strong relationships with client operational leaders and act as the primary escalation channel.
• Monitor SaaS production performance, alerting customers to critical issues and driving continuous improvement.
• Collaborate with product development, Customer Application Support, SaaS ops and third‑party integrators to allocate resources and meet SLAs.

Required profile

• Fluent French speaker.
• Proven experience in senior SaaS operations or service delivery management.
• Strong client‑facing skills with the ability to build trust and manage escalations.

Required skills

• DevOps
• Incident management
• Problem management
• Change management
• SaaS operations