SaaS Operations and Delivery Lead

AI-First SaaS Operations & Delivery Lead

Company: Jobfactory

Location: Colombo, Sri Lanka

Experience: 6-10 Years

Industry: B2B SaaS / Technology

About The Role

We are seeking a hands-on AI-First SaaS Operations & Delivery Lead to manage customer support, project delivery, technical operations, automation and marketing coordination. The role will work closely with international B2B clients and internal technical teams, with potential to grow into a Head of Operations / AI-Native Team Lead.

Key Responsibilities

• Manage customer support, client communication, escalations and SLAs.
• Coordinate Jira tasks, development, QA and product releases.
• Handle basic Cloudflare, DNS, SaaS administration, user access and technical troubleshooting.
• Work with APIs, SQL, logs and simple scripts where required.
• Identify and implement AI and automation opportunities.
• Use tools such as ChatGPT, Claude, Copilot, Make, Zapier, Power Automate or n8n.
• Coordinate marketing operations, CRM, newsletters and content activities.
• Develop SOPs, knowledge bases and operational reports.
• Coordinate complex technical issues with senior developers when required.

Candidate Profile

• 6-10 years of experience in SaaS Operations, Customer Success, Project/Delivery Management or Technology Operations.
• Experience in a B2B SaaS, technology or IT-services environment.
• Excellent English communication skills.
• Strong experience with Jira or similar platforms.
• Good understanding of Cloudflare, DNS, APIs, SaaS platforms, SQL or scripting.
• Practical experience using AI and automation tools.
• Strong ownership, problem-solving and multitasking skills.
• Hands-on approach with the ability to work independently.

Technical Exposure

• Cloudflare, DNS, SSL/TLS
• APIs, SQL, logs
• SaaS administration, user access
• Scripting & automation
• AI tools & platforms
• Monitoring & troubleshooting

Preferred

Experience working with international B2B clients.