Solution (Software) Service & Operations Manager_Delta Solution Office(Taipei)

【Who we are】

We are Delta Solution Office (DSO), a corporate team driving Delta's transformation from a hardware-focused company into a provider of integrated hardware and software solutions.

We work across Business Groups, IT, service organizations, and regional teams to build scalable solution capabilities and new software-enabled business models.

【Role Overview】

We are looking for a Solution (Software) Service & Operations Manager to establish how Delta's software-enabled solutions should be operated and supported after deployment.

You will define the service model, operating processes, governance mechanisms, and cross-functional responsibilities required to run enterprise software and solution platforms at scale.

This is not a front-line support role. You will work with existing service, IT, BG, and regional teams to introduce software / SaaS operating practices into Delta's broader solution business.

Over time, this role is expected to build and lead a dedicated Solution Service & Operations capability.

【Responsibilities】

1. Service Operating Model

• Define the end-to-end service model for software-enabled and Cross-BG solutions.

• Establish roles and responsibilities across Product, IT, BG, Service, Region, SI(System Integration), and external partners.

• Define support tiers, escalation paths, service ownership, and operational handover criteria.

• Develop scalable operating principles that can be reused across different solutions and regions.

2. Service Governance & Processes

• Establish standards for SLA, incident, problem, change, release, and lifecycle management.

• Define release governance, version control, maintenance windows, rollback, and service-readiness processes.

• Build operational KPIs, dashboards, review mechanisms, and continuous-improvement processes.

• Ensure service processes are practical, measurable, and aligned with enterprise software best practices.

3. Solution Service Planning

• Work with existing Delta service organizations to extend hardware-oriented service capabilities toward software and integrated solutions.

• Recommend service packages, support boundaries, and operating requirements for new offerings.

• Support new solution launches by defining service readiness and operational requirements before go-live.

• Capture lessons learned from early deployments and standardize them into reusable service playbooks.

4. Build for Scale

• Develop templates, playbooks, governance frameworks, and training materials for regional adoption.

• Help establish the future organizational model for Software / Solution Operations.

• Gradually build and lead a team as the software solution portfolio scales.

【Qualifications】

Required

• 7+ years of experience in Software Operations, SaaS Operations, Service Management, Customer Success Operations, Solution Operations, or related roles.

• Experience establishing or improving operating models for enterprise software or digital services.

• Strong understanding of SLA, incident / problem / change / release management and service governance.

• Proven ability to design processes across multiple teams rather than only execute existing procedures.

• Strong stakeholder-management and communication skills across business, technology, and service organizations.

• Fluent in English and Chinese.

【Preferred】

• Experience from a leading enterprise software, SaaS, cloud, or digital-solution company.

• Familiarity with subscription software, managed services, enterprise support, or recurring-service models.

• Experience building or leading a service-management function is highly preferred.