Head of Service Delivery in Bucuresti

Head of Service Delivery - AutomotiveLocation: BucharestThe "Internet of Things" (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. Headquartered in Silicon Valley with offices in Chicago, London, and Delhi as well as other markets, we rank among the top ten cellular providers for the IoT globally. We power critical projects across energy, transportation, retail, healthcare and more.Role OverviewAeris seeks a visionary Head of Global Service Delivery for its automotive solutions. This individual will lead and mentor our regional service delivery managers, ensuring exemplary service across our global automotive OEM programs. They will develop and implement best practices to ensure high-quality, consistent service for all customers. As a leader who is directly engaged in service delivery, this individual will not only manage and guide the team but will also actively participate in the delivery process for one or more key accounts. This balance of strategic oversight and direct involvement will help ensure that service delivery standards are both defined and exemplified at the highest level.A few things to know about us:We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can't settle for another company's tried and tested template. Innovation is the key to our success, and it's reflected in everything we do: from product design to corporate wellness.We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and liberty needed to be truly creative.Values are essential. We believe in doing things well - and doing them right. Integrity is a core value here: you'll see it embodied in our staff, our management approach and growing social impact work.We walk the talk on diversity and inclusion. We're a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more - and that's by design. We see diverse perspectives as a core competitive advantage.Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.ResponsibilitiesLeadership and Strategic OversightGlobal Program Management: Supervise regional service delivery managers assigned to our major automotive OEMs, ensuring unified standards, consistent quality, and seamless operations.Best Practices Development: Establish and implement service delivery methodologies, processes, and tools for standardization and efficiency across accounts.Stakeholder Management: Build strong relationships with internal teams, including engineering, product, and executive management, to foster alignment with business goals.Hands-On Account Management: Serve as the primary service delivery manager for a strategic OEM, demonstrating leadership in a client-facing capacity.Project Management and Operational ExcellenceRelease and Change Management: Oversee release schedules and change control across client implementations, ensuring minimal disruption and seamless updates.Service Level Management (SLM): Define and enforce SLAs and SLOs across accounts, ensuring alignment with contractual obligations and customer expectations.Risk and Issue Management: Identify, assess, and mitigate risks, ensuring proactive communication with all stakeholders.Incident and Problem Management: Lead critical incident resolution efforts, coordinating escalations and technical troubleshooting to maintain operational integrity.Customer-Focused Service DeliveryCustomer Engagement: Drive regular governance and technical meetings, providing status updates, risk assessments, and ensuring proactive client communication.Operational Support Model Development: Design operational models that are responsive to client needs and adaptable to changes in service demand.Multi-Project Coordination: Oversee concurrent projects and programs, ensuring efficient use of resources and timely completion of deliverables.Continuous Improvement and InnovationOperational Process Optimization: Refine service delivery processes, leveraging metrics, analytics, and customer feedback to improve performance and efficiency.Tools and Systems Management: Oversee the use of dashboards, monitoring tools, and reporting systems to maintain transparency and accountability.Training and Development: Mentor and develop service delivery managers, equipping them with the skills and knowledge to excel in their roles.RequirementsEducation: BSc in a relevant field, with MBA or PMP preferred.Experience: 10+ years in service delivery or program management, ideally in SaaS or managed services. Experience managing global or regional teams is essential.Project Management Expertise: Strong background in project management, with experience leading complex projects involving outsourced or cross-functional teams.ITIL and Cloud Proficiency: Familiar with ITIL best practices and cloud technologies (AWS, Azure, GCP).Financial Acumen: Able to manage budgets, financial forecasting, and support cost-efficiency initiatives.Leadership and Interpersonal Skills: Proven ability to lead, mentor, and inspire teams across regions, coupled with a collaborative and customer-focused mindset.Travel RequirementsThis role requires regular travel to maintain effective relationships with customers, attend quarterly operations reviews, and engage with globally distributed team members. The Head of Service Delivery should be prepared for both scheduled and occasional travel, ensuring a strong, hands-on presence with customers and team members.