Director, SaaS Operations

Date: Oct 18, 2018

Location: Austin, TX, US

Company: Dover Corporation

Job Requisition ID: 21264 

Department: Engineering (DEPT_ENG) 


Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).


Position Summary:

The Director of SaaS operations will be responsible for overall service management and service delivery for Dover Fueling Solution’s SaaS applications. DFS has both new and existing SaaS platforms that ultimately will be managed by the organization lead by this position. The platforms come from a number of acquisitions so there is not yet a unified SaaS operations capability. The position will be responsible for creating and leading a new global capability for the deployment, operation, and support for our entire SaaS portfolio. These platforms include media delivery services for retailing fueling, remote management and diagnostics of retail and fleet fueling and payment, wet stock management, and others.

The SaaS Operations Director will define processes, establish an organizational structure and build the SaaS Operations team in Cloud Services. This role will be the founder of and leader of the organization as it is created and expanded.


Specific Roles and Responsibilities:

  • Lead the deployment, maintenance, and management of mission-critical Azure-based SaaS production systems to ensure 24 x 7 availability, performance, and scalability. This spans the gamut of everything from ensuring a product meets the criteria for production release, removing product release roadblocks, ensuring all systems meet their availability and performance targets, and working to eliminate any scalability issues throughout the lifecycle.
  • These SaaS production systems are built primarily on the Azure PaaS platform, but the role may also need to manage a few AWS PaaS based systems.
  • Oversees license and billing management across all SaaS platforms by developing the appropriate strategy and tools to optimize the process globally.
  • Responsible for customer onboarding strategy and process. Works with Product Management to define appropriate onboarding strategy by product and region.
  • Works closely with the System Business Unit and Product Development Dev Ops to transition products from development into production status in support of our continuous integration and deployment process.
  • Works closely with the System Business Unit to plan EOL and shutdown of products.
  • Track and manage operating expense associated with SaaS products including labor and cloud infrastructure resources. Optimize Azure and 3rd party billing, including the selection and management of Instances.
  • Development and maintain production status dashboards of the SaaS products to the Systems Business Unit, Product Development, and Executive Leadership.
  • Ensure that application performance is as expected and that those applications can scale to appropriately handle loads; work with Product Development to re-architect/re-design as necessary.
  • Create and manage monitoring and alerting processes and procedures to ensure actionable alerts are generated, operated on, and lead to problems being eliminated before impacting customers.
  • Develop and manage a 24x7 support infrastructure; proactively take action if/when systems are down or there are interruptions in service; root cause and implement corrective actions to build long term customer loyalty.
  • Work closely and collaboratively with Product Development, Product Support, and Product Management, and third parties to create a single point of contact to the customer even when different groups at DFS are engaged.
  • Plan, implement, monitor, and test systems and procedures for best practice Business Continuity and Disaster Recovery (BCDR).
  • Work closely with the IT and Product Development Security teams to ensure the use of best in class cloud security solutions.
  • Develop operational metrics and report these to the business monthly.
  • Identify key trends and emerging technologies that can enhance or impact the solution architecture to drive efficiency and/or maximize the value of our Client offering.
  • Define roles and responsibilities for the SaaS operations team and engage with key stake holders and suppliers (internally and externally) to ensure consensus and effective delivery.
  • Work with DFS management to identify potential successors and assist in developing and managing resources to reach necessary goals.
  • Maintains and builds a sense of community within their team.


Candidate Qualifications:

  • Minimum BS or equivalent work experience in CS, IT, IS, or other related disciplines. MS Preferred
  • 7+ years of SaaS Operations related experience with at least 3 years as a SaaS Operations Lead or Manager with proven technical expertise and leadership experience in driving SaaS Operations standards and procedures
  • 3+ years of PaaS operations experience working with PaaS providers
  • Significant expertise on the Microsoft Azure ecosystem of services and products including an understanding of their PaaS licensing
  • Understanding of SaaS licensing and billing management and tools
  • Proficient experience managing outages, customer escalations, crisis management, and other similar circumstances
  • Significant experience managing off-shore and third party teams
  • Experience in Agile methods, software development lifecycle management, continuous integration, and build and release management
  • Organized, with the ability and experience to manage projects, processes and people effectively
  • Demonstrated experience presenting and interfacing with C-Level Executives with responsibility for developing and nurturing those relationships
  • Demonstrated ability to absorb new concepts, facilitate discussions, and lead fellow team members and guide other departments in delivering the best customer experience for a SaaS platform environment
  • Exceptional critical thinking skills; ability to decompose complex problems, prioritize issues, and implement sensible solutions
  • Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts
  • Passionate about quality, performance, reliability, and scalability


All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin

Nearest Major Market: Austin

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