Service Delivery Manager (m/f)
Function: System | Location: Novi Sad
OUR COMPANY
Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2020, Continental generated sales of €37.7 billion and currently employs more than 192,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary.
JOB DESCRIPTION
As Service delivery manager, you will be responsible for the service delivery of our Remote Vehicle Data and SINDRI platforms. You will be the first point of contact for our business customers, enabling impeccable operations for them. In addition, you will negotiate SLA contracts with our customers and work with the R&D team to deliver on them.
You will collaborate with a diverse international team of experts and have an opportunity to work on multidisciplinary projects related to advanced vehicle diagnostics. These projects cover multiple disciplines and technologies, including embedded hardware and firmware, desktop & mobile apps, and cloud-based services.
IN YOUR DAY TO DAY JOB, YOU WILL:
- Be the first point of contact for the customers
- Ensure seamless delivery of services to the clients
- Represent the Operations team internally
- Driving escalation of support cases towards R&D (includes being on-call for escalations)
- Negotiate SLAs and cascade down the requirements to R&D
- Actively ensure SLAs are covered by tracking the service roadmap at a high level
- Support EPM in the design of support case resolution process
- Project a budget for service operations costs
- Monitor effectiveness of the team against SLA/KPIs and gather customer feedback to spark change, continuously improving services and operations
QUALIFICATIONS
- Experience in a similar role, being a customer interface is required
- Ability to work effectively in remote, international and cross-functional teams
- Experience with cloud-based solutions, SaaS and potentially IoT
- Experience with agile development frameworks and tools (especially JIRA and Zendesk)
- Good communication skills in a multicultural environment
- Self-organized and "can do" attitude
- Good time management
WOULD BE A PLUS
- Understanding of ITIL
- Experience with Zendesk or similar customer support tool
- Experience in setting up service support structures (multiple support levels)
WHAT WE OFFER
- A dynamic team in a globally active organization
- Competitive pay and a comprehensive benefit package
- Professional development opportunities
- Flexible working hours and combination of office and remote work
- Private health Insurance
- Fitpass premium
If you are interested in this job position, you can send us your resume and letter of application in English language via poslovi.infostud.com. Only short-listed candidates will be contacted.
