Head of SaaS Operations

ABOUT TEMENOS

Temenos is a global leader in banking technology. Through our market-leading core banking suite and best-in-class composable solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.

VALUES

Care about transforming the Banking landscape.

Commit to being part of an exciting culture and product evolving within the financial industry.

Collaborate effectively and proactively with teams within or outside Temenos.

Challenge yourself to be ambitious and achieve your individual as well as the company targets. 

THE ROLE

As Regional Operations Lead for Regions Bank, you will be the single operational owner for the account through go-live and into steady-state service. You will provide one clear point of accountability for the client, coordinate the Temenos account team and mobilise the wider organisation to resolve issues quickly, anticipate emerging risks and build customer trust.

The immediate priority is to lead the day-to-day operating rhythm around go-live, including an “operate as if live” dress rehearsal and a coordinated swarm model for critical issues. You will connect customer-facing leadership with the right SaaS, application, data and infrastructure expertise, ensuring that ownership remains clear while technical specialists provide the necessary depth.

As the account stabilises, the role is intended to codify a repeatable operating playbook and provide a foundation for scaling the model across the Americas. The wider Americas remit is a direction of travel and not yet a committed mandate.

OPPORTUNITIES

Customer and Operational Leadership

• Act as the named operational owner and primary day-to-day customer contact for Regions Bank, replacing fragmented ticket ownership with clear accountability.
• Lead the customer-facing operating rhythm through go-live and stabilisation, with a strong focus on judgement, structure, transparency and trust.
• Keep operational issues at the appropriate working level by driving timely decisions, clear escalation and coordinated execution.
• Anticipate the next operational risk, communicate early and enable the client and Temenos teams to act before service is affected.
• Go-live and Service Readiness
• Own day-to-day readiness through go-live, including an “operate as if live” dress rehearsal before the production date.
• Establish a fast, coordinated swarm response for critical issues, bringing together the right operational and technical resources.
• Drive closure of material operational gaps, including proactive “yellow” monitoring, engineering coverage aligned to US hours, deeper root-cause reviews and greater deployment automation.
• Ensure actions, risks, dependencies and decisions are tracked visibly so that nothing is lost between teams.

End-to-end Ecosystem Ownership

• Build a working understanding of the broad integration landscape between Regions and the Temenos core.
• Rapidly triage whether an issue sits within Temenos, the application, data, infrastructure or the wider ecosystem, and route it to the accountable team.
• Navigate the Temenos organisation effectively, removing internal barriers and maintaining momentum across matrixed teams.
• Account Team Leadership
• Lead and coordinate the Regions-facing account team, creating one joined-up plan and one clear client narrative.
• Partner with technical architects who provide deep SaaS and application expertise for genuinely technical issues.
• Work closely with the delivery project manager or Service Delivery Manager to maintain status, actions, dependencies and follow-through.
• Clarify decision rights and escalation paths across the account team and the wider Temenos organisation.

Operating Playbook and Americas Scale-up

• Create the operating playbook for a large strategic account, covering monitoring standards, the swarm and incident model, dress-rehearsal readiness and escalation paths.

• Prove the model on Regions Bank, capture lessons learned and turn them into a repeatable asset.

• As the remit develops, apply the model across Americas customers and help shape the regional operational engines.

SKILLS

• Proven leadership of complex enterprise or banking technology operations, ideally through implementation, go-live and early-life support.
• Strong customer-facing judgement, with the credibility to build trust, communicate transparently and lead through high-pressure situations.
• Experience coordinating incident response, service readiness, operational risk and root-cause follow-through across multiple teams.
• Ability to lead effectively in a matrix, establish clear accountability and mobilise technical and non-technical stakeholders without relying on direct reporting lines.
• Sufficient SaaS, application and infrastructure understanding to frame issues, challenge constructively and engage the right specialists; the role is not expected to be the deepest technical expert.
• Excellent prioritisation, written communication and executive stakeholder management skills.
• Knowledge of Temenos products, SaaS operations and organisational networks would be highly advantageous.
• Experience developing repeatable operational standards or playbooks and scaling them across customers or regions.

SUCCESS MEASURES

• One clearly recognised operational owner and one joined-up account operating rhythm for Regions Bank.
• A controlled go-live and stabilisation period, supported by a completed dress rehearsal, visible readiness criteria and effective escalation.
• Critical issues mobilised through a coordinated swarm, with clear ownership, communication and root-cause follow-through.
• Material operational gaps tracked to closure, including monitoring, support coverage, deployment automation and service resilience improvements.
• A documented, usable operating playbook proven on Regions and ready to be generalised for the wider Americas.
• Improved customer confidence through early warning, transparent communication and evidence of sustained operational improvement.

ROLE PARAMETERS

• Full-time employee role.

• Immediate focus on Regions Bank through go-live and the first months of stabilisation.

• Customer-facing operational leadership role, supported by technical architects for specialist depth.

• Potential future evolution into a broader Americas operations leadership remit, subject to organisational confirmation.

SOME OF OUR BENEFITS include:

• 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 if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership

• Family care: 4 weeks of paid family care leave

• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge

• Study leaves: 2 weeks of paid leave each year for study or personal development 

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