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Worldwide Service Delivery Management Director, Dublin
Client: Cubic Telecom
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: d68afbdc10df
Job Views: 70
Posted: 21.01.2025
Expiry Date: 07.03.2025
Job Description:
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.
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 Delivery 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.
* 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.
* Facilitate 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.
* Ensure Customer Pulse for all Customers is supported.
* Working closely with the Cubic Application Support team to ensure SLA’s are met.
* 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.
* 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.
* Ensure pro-active and consistent Customer Experience entity driven by the SDM.
* Align with Commercial Key Account Management team to ensure full Customer / Brand support.
* Conduct frequent quality reviews with L3 teams to ensure consistent high standard achievement.
* Develop a culture of continuous learning by all SDM’s for Cubic products.
* 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 with external and internal customers.
Cubic Telecom is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.
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