Team Lead, Service Operations

About Kinaxis

About the team

The Team Lead, Service Operations role is an integral part of our global Upgrades & Migrations team and provides oversight to a team responsible for deploying changes, updates, and enhancements to our SaaS platform.

This role collaborates with a global Manager to ensure the team executes a seamless and efficient deployment process, maintaining system integrity and improving overall user experience. The incumbent will be responsible for refining processes, assessing risks, and crucially, empowering the team through being the first point of contact for guidance and tailored training and enablement initiatives.

What you will do

• Trains new employees and may assume supervisory responsibilities when necessary and/or in the absence of the Manager.
• Provides the Manager with input on employee performance and assists in training new team members by reviewing key procedures and security protocols. Conducts daily guidance and coaching of the team but has no direct reports.
• Coordinate and oversee the introduction of changes to a SaaS-based application, ensuring minimal disruption to service availability and performance.
• Provide ongoing support and enablement resources to ensure team readiness for handling changes effectively.
• Liaise with cross-functional teams including development, QA, and customer support to align change introduction efforts and minimize impact on users.
• Evaluate potential risks associated with changes and develop strategies to mitigate and manage these risks effectively.
• Ensures the team is collaborating cross-functionally to plan, schedule and execute against deployment of software changes, updates, and new features in the SaaS environment.
• Holds the team accountable to ensuring accurate implementation of changes and system stability.
• Continuously refining and improving change management procedures, identifying areas for enhancement and implementing best practices to streamline processes, sharing with the team any updates in procedures.
• Maintain comprehensive documentation of change procedures and outcomes. Generate reports to track the success and impact of changes, providing insights for future improvements to leadership.

Technologies we use

• Strong knowledge of Windows Base operating system.
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).

What we are looking for

• Typically, at least 4 years of progressive experience in service operations or technical support within the SaaS industry.
• Completion of a specialized Diploma\Degree in Computer Technician\Science, and hands-on training and experience in the field.
• Direct or indirect leadership experience, with the ability to motivate and guide a team toward common objectives.
• Solid understanding of change management and ITIL principles and methodologies.
• Excellent communication and collaboration abilities to interact effectively with diverse stakeholders.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Ability to work with a global team

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Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more. 

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more. 

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.