Service Delivery Manager

4 weeks ago

Dublin, Dublin City, Ireland Cubic Telecom Full time

The Company

Cubic Telecom delivers innovative connected software solutions to automotive, agriculture, and transport manufacturers. Its scalable solution enables a multitude of revenue-generating services, combining real-time analytics supported by global connectivity and regional regulatory compliance in 190 countries.

Cubic's global connected software is used by recognised global leaders in the automotive and technology space, including Arrival, Audi, Bentley, CNH Industrial, e.GO Mobile, General Motors, Kymeta, Lamborghini, Microsoft, Panasonic Automotive, Porsche, SEAT, Skoda, and Volkswagen.

The Role

Service Delivery & Support plays a critical role in ensuring a rich, seamless customer experience of Cubic's products and services. We are looking for an energetic, enthusiastic Service Delivery Manager to manage and support all key customer and partner engagement in Europe delivering best in class customer and partner operational account management. This role will be responsible for ensuring excellent technical support and customer service at all times.

Responsibilities of this role:

  • Primary Operational Account support to Cubic's customers & associated brands in Europe
  • Facilitate daily, weekly, monthly and quarterly triage calls with each Customer / Brand to ensure Cubic is performing to SLA
  • Ensure Customer Connected Experience for all Customers and Brands across Europe Region is supported
  • Identify and provide detailed resolution to customer inquiries that meets customer expectations and work proactively with customers to provide the best customer service
  • Work closely with all Europe's regional MNO's (Mobile Network Operators) to ensure a full rhythm of Business is in place and report regularly
  • Work with the operational account team to ensure operational account excellence and the highest customer satisfaction is provided to customers, brands and MNO's
  • Oversee service delivery in region and recommend ways to optimize performance
  • Conduct quality review of key PM tickets with Cubic L3 teams & ensure consistent high standards achieved.
  • Work closely with the Cubic Application Support team to ensure all SLA's are met / exceeded across all customers and brands and where possible, provide guidance and solution to issues to local Application Support Engineers
  • Live and lead Cubic's core values.
  • Incident & Problem management ticket resolution, follow up with internal Cubic teams and providing detailed updates on RCA and fix to customers and brands.
  • Prepare appropriate documentation for all issues and associated solutions for the customer.

Essential Experience and Qualifications

  • 8+ yrs regional account management experience with strong engagement with C-suite clients
  • Experience in building strong, trusted relationships with external and internal customers.
  • Customer obsessed with excellent written, oral communication and reporting skills.
  • Strong Service Delivery Management acumen in IT software industry
  • 5+ years leading and co-ordinating account teams across multiple customers & brands
  • Up to date working knowledge of IT hardware and software with strong knowledge of IoT solutions
  • Ability to troubleshoot & solve complex problem.
  • Demonstrated ability to learn technical information, processes and applications quickly.
  • Quick learner with ability to master employer-specific software
  • Excellent attention to detail and the ability to multitask and work effectively within a fast-growing organization.
  • Experience using tools like Jira & Confluence to capture & report issues & key project updates.
  • Strong presentation experience.
  • Degree level qualification
  • Fluent in Brazilian Portuguese or Spanish is desired.

Benefits:

  • Health Insurance
  • Pension Contribution
  • ESOP
  • Bike to Work
  • Sports and social activities
  • Great annual office outings (Summer BBQ, Christmas party, charity runs)
  • Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
  • Learning and development opportunities

Cubic Telecom is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.

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