Service Delivery Manager

Continental Novi Sad / R&D Center

3.5

Novi Sad

Novi Sad: Narodnih heroja 3

02.01.2022.

Jira SaaS Cloud Agile intermediate

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.