SaaS Operations Director (French speaking)

About the role

The SaaS Operations Director will act as the primary coordinator for delivering contracted SaaS services to clients, ensuring all entitlements are met and any out‑of‑scope work is properly charged. This remote position requires fluency in French and deep knowledge of SaaS service delivery processes.

Key responsibilities

• Serve as the single point of contact for a portfolio of SaaS clients, handling all service‑related questions, concerns, requests and issues.
• Ensure EIS meets contractual entitlements and manage billing for services outside those entitlements.
• Oversee operational gatekeeping, guaranteeing that service delivery aligns with client contracts.
• Lead client onboarding, establishing production processes such as incident/problem management, change management, DevOps, ProdOps and SupportOps.
• Build and maintain strong relationships with client operational and delivery leaders, acting as the primary escalation point.
• Monitor SaaS production system performance, promptly addressing critical customer‑impacting incidents.
• Collaborate with product development, Customer Application Support, SaaS operations teams and third‑party integrators to allocate resources and meet SLAs.
• Provide governance reporting on production incidents, activities, risks and progress, and conduct quarterly business reviews.

Required profile

• Fluent French speaker with extensive experience in SaaS service delivery.
• Proven ability to act as a trusted advisor and primary escalation point for enterprise clients.
• Strong understanding of contractual obligations, service entitlement management and billing processes.
• Experience coordinating cross‑functional teams including engineering, support, product and finance.
• Ability to monitor operational performance and drive continuous improvement.

Required skills

What we offer

• Competitive salary range €75,700 – €106,530 per year.
• Fully remote work arrangement based in Spain.
• Opportunity to lead SaaS operations for a growing portfolio of clients.