Worldwide Service Delivery Management Director

2 months ago

Dublin, Ireland Cubic Telecom Full time

The Company

Founded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help automotive, heavy machinery, and IoT device manufacturers manage and grow revenue streams. Fast paced, smart, ambitious, and continually seeking new ideas. That’s Cubic, is it you? At Cubic you will find an environment filled with energy, enthusiasm, and collaboration, where we set out every day to improve not just the world, but ourselves and each other.

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 Lead to instil consistent operational account management practices with Cubic’s customers, ensuring excellent technical support and customer service across all regions, and, providing best in class customer experience. In some geographies it will also include operational partner relationship management with key Network Operators (MNOs). This role will require strong alignment with Cubic’s Sales & Commercial Account teams to ensure proactive end to end account management.


Responsibilities of this role are to:

  • Ensure world class Service Delivery Management is delivered to all Cubic Customers consistent with Cubic’s Service Delivery objectives and agreed SLA’s
  • Drive consistency of service by all Service Deliver Managers (SDM) to Cubic’s customers in line with Cubic’s Customer Channel Strategy
  • Work closely with Cubic’s internal stakeholders to align on Service Delivery objectives per quarter
  • Develop strong working relationships with Cubic’s Commercial Key Account Management and ensure all SDM’s are fully aligned with their respective key account managers
  • Support new customer onboarding and develop readiness plans to ensure a red-carpet onboarding experience for all customers
  • Define, socialise and seek approval for a Cubic Service Delivery Management model that aptly supports all customer sizes and types.
  • Manage Cubic’s QOR’s with its key customers to review past performance and agree on key goals and actions to achieve
  • Develop an automated Service Delivery Dashboard
  • Provide timely reporting to Customers & Cubic LT
  • Simplify customers / Brands Rhythm of Business (RoB) in Region & WW across meetings & review
  • Conduct appropriate workshops to improve the customer experience within Cubic.
  • Direct, mentor and manage all SDM’s in:
  • Providing primary operational support to Cubic’s customers and/or associated brands whether at WW or regional levels.
  • Facilitating weekly, monthly, and quarterly calls with customers to ensure Cubic is performing to all operational SLA’s
  • Capture key customer insights that can be shared with Cubic Leadership teams that drive business performance and opportunities
  • Ensuring Customer Pulse for all Customers is supported
  • Working closely with the Cubic Application Support team to ensure SLA’s are met including:
  • Administration and resolution of applications issues, provide detailed updates with full RCA and fix as appropriate.
  • Identify and provide detailed resolutions that meets customer expectations.
  • Prepare appropriate documentation for all issues and associated solutions in the relevant ticket.
  • Provide consistent, timely, quality support to all customers.
  • Ensure all Customer Problem Management tickets are resolved within SLA and with the appropriate level of quality expected by customers
  • Managing associated FTP tickets by Customer/Brands to SLA working with the key support teams to SLA delivery
  • Ensure all customer issues are notified, communicated, tracked, updated, and brought to a satisfactory solution.
  • Participation and facilitate Customer triage escalation calls where critical and requested by the customer
  • Working closely with all contracted MNO’s to ensure a full rhythm of business is in place.
  • Conduct bi-annual customer satisfaction surveys’ and use customer feedback to drive continuous improvement
  • Striving for the highest End Customer Satisfaction across B2C and B2B (Zero End Customer / Dealership Issues)
  • Ensure pro-active and consistent Customer Experience entity driven by the SDM, supporting through MNO/3rd party executive reviews
  • Align with Commercial Key Account Management team to ensure full Customer / Brand support creating a One Cubic approach to the customer
  • Conduct frequent quality reviews with L3 teams to ensure consistent high standard achievement
  • Develop a culture of continuous learning by all SMDs for Cubic products and build layers of technical knowledge to allow for greater reviews and discussions with customers and brands
  • Scale SDM by developing best in class, operational account excellence to all customers / brands
  • Onboard any new hires seamlessly to Service Delivery through structured onboarding process
  • Perform regular 1:1’s with team members to review status, challenges and help wanted
  • Perform quality reviews with SDM’s and coach on career path / personal development
  • Ensure career paths mapped, and key skills / personal training is achieved by each SDM
  • Live and lead Cubic’s core values.

The Person

Essential Experience and Qualifications

  • 15+ yrs regional account management experience with strong engagement with C-suite clients
  • Customer obsessed with excellent written, oral communication and reporting skills.
  • Strong Service Delivery Management acumen
  • 8+ 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 / Application support and database technology including SQL Server
  • 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.
  • Training, mentoring and leading teams.

Requirements

  • Degree level qualification, ideally in technology such as Computer Science/Software Engineering.
  • Experience using tools like Jira & Confluence to capture & report issues & key project updates.
  • Basic knowledge of programming concepts and SQL.
  • Experience in building effective relationships external and internal customers including internal teams such as with Product, Software Development, Network, Test and SIM.

Benefits

  • Health Insurance.
  • Pension Contribution.
  • ESOP
  • Sports & 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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