The CompanyFounded 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 RoleService Delivery 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 Senior Manager to manage and support key customer and partner engagements in region, delivering best in class customer and partner operational account management.This role will be responsible for ensuring the highest standards of technical support and customer service at all times.Responsibilities of this role:Primary operational account support to Cubic's top tier customer(s) & associated brands as required in region(s)Drive effective stakeholder management and facilitate daily, weekly, monthly and quarterly triage calls with the Customer to ensure Cubic is performing to SLA (face to face & virtual)Ensure Customer feedback, input and insights are identified, shared and tracked and resolved in a timely manner with support where needed from the relevant Cubic teamMaintain an active Customer Actions log and ensure all open / in progress actions are monitored and brought to a satisfactory resolution and closeIdentify and provide detailed resolution to customer issues, inquiries and actions that meet customer expectations, working proactively with customers to deliver the best customer service aided by a continuous improvement planDaily review of your Customer Dashboard(s) and follow up with relevant Cubic teams and ecosystem partners (e.g., MNO partner) to ensure timely response to all open incident tickets, regular ticket updates and closure of tickets, all to the agreed contractual SLA with the CustomerContinuous focus on resolution to the Hot Issues tracked on Cubic's Hot Issues Dashboard ensuring regular updates are providedManage Cubic's delivery to contracted customer SLAEnsure that a robust problem management tracking system is followedWork with Cubic internal support teams to provide quality RCA and fix to problem management and provide regular feedback to the customer and brandsWork closely with Application Support for timely resolution of issues & problem to local Application Support EngineersWork closely with all regional MNOs (Mobile Network Operators) to ensure that their efforts support our customer commitments and SLAsConduct regular quality review of key PM tickets with L3 & ensure consistent high standards achievedEnsure regular updates to all customer tickets as per SLADrive 3rd party delivery to SLACross functionally manages internal groups/vendors to provide quality RCA in a timely mannerWork closely with the Cubic Application Support team & Cubic L3 teams to ensure the following SLAs are met including:Administration and resolution applications issues, provide detailed updates & perform RCA and fixIdentify and provide detailed resolutions that meets customer expectationsPrepare appropriate documentation for all issues and associated solutions in the relevant ticketCo-ordinate readiness and lead your Customer's Quarterly Business Review (QoR) coordinating input from other Cubic teams and Cubic partners in advance. Including Meeting minutes & actions that are communicated within 48hours of the meetingBe the 1st point of contact to the customer for all major incidents and for all customer issues and the customer's continuous improvement plan, taking proactive responsibility for sharing updates with the customerConduct monthly face to face meetings with the customer acting in a Trusted Advisor capacityLeverage all customer surveys and feedback moments with the customer to resolve any open issues, and drive improved service to the customerMeasure customer CSAT & NPS driving strong participation and agreed action plan that is measured to closeWork closely with all contracted MNOs to ensure a full rhythm of Business is in place.Continuous self-development to become the trusted technical advisor to the customer across connectivity, platform and VASIdentify reporting automation opportunities to reduce manual effort in monthly reportingWork with the One Cubic team to ensure operational account excellence and the highest customer satisfaction is provided to customers, brands and MNOsProvide guidance to early-stage Cubic SDMs as they develop in role. Encourage and lead cross SDM collaboration to drive Service delivery excellence. Become the Trusted Advisor to all SDMs at CubicLive and lead Cubic's core valuesRequirementsEssential Experience and Qualifications8+ yrs regional Service Delivery management experience with impacting customer engagementCustomer obsessed with excellent written, oral communication and reporting skillsITIL certified and leveraged in day-to-day activityStrong technical acumen to be able to understand Cubic's technical solution and products, that allows the SDM to conduct reviews and to actively participate in technical discussions with the customerStrong Service Delivery Management acumenAbility to troubleshoot & solve complex problemsUp to date working knowledge of IT hardware and software with strong knowledge of Connected Devices solutionsDemonstrated ability to learn employer-specific software technical information, processes and applications quicklyCustomer 1st mindset.Desired Experience And QualificationsDegree level qualification, ideally in technologyExperience using tools like Jira & Confluence to capture & report issues & key project updatesBasic knowledge of programming concepts and SQLExperience in building effective relationships external as well as internal customers including internal teams such as with Product, Software Development, Network, Test and SIMSelf-Starter with a proven track record in Service Delivery ManagementStrong technical knowledge with an appetite to go deep where needed on Cubic's & the customers technical solutionBenefitsHealth InsurancePension ContributionESOPBike to WorkSports and social activitiesGreat 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 opportunitiesCubic Telecom is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.
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