Director of Service Delivery

The "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.

Our Company is in an enviable spot. We’re profitable, and both our bottom line and our global reach are growing rapidly. We’re playing in an exploding market where technology evolves daily, and acquisitions / consolidations happen left and right. We are continuing to expand our IoT connectivity offerings to not only include all cellular technologies and services, but also a best-in-class IoT device management, services, and application SaaS platform, as well as alternate connectivity options such as low power WAN (LPWA), Wi-Fi and other short-range networking options.

That’s where you come in. Aeris is looking for a creative and highly motivated Director of Service Delivery with an entrepreneurial spirit, strong technical skills and business acumen.

The Director of Service Delivery is a key member of the Aeris automotive solutions team, providing customers and sales representatives with in-depth product knowledge and industry expertise during customer engagements. The Director of Service Delivery will prepare presentations, demonstrate Aeris’ capabilities and work closely with key prospective customers to assess technical requirements, prepare and articulate connectivity solution proposals.

The Director of Service Delivery is responsible for business analysis, project management, and solution delivery. This position has two primary areas of responsibilities, each focused-on delivery. The first area is release management, overseeing and managing all changes to the customer solution. The second area is service delivery, overseeing and managing day to day operations of the solution.

The individual in this position will liaise between the customer, outside vendors and stakeholders within Aeris, including engineering, business development and executive management. The Director of Service Delivery will direct efforts for documenting requirements, project planning, managing risk, tracking progress, updating status, resource allocation, coordinating transition to production, and managing project closure.

The ideal candidate will be a strong project manager and have managed project teams comprised mostly of outsourced resources. They will also have had experience working and managing in an environment with managed services providers or have worked as a project manager for a managed services vendor. They must be comfortable working in a dynamic organization with high delivery and quality demands.

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.

Duties:

• Maintain and enhance stakeholder relationship with development and business teams

• Manage the Production Support engagement for the specified client(s). Should manage the day-to-day client stakeholder, deliverable expectations of the prod support team, SLAs.

• Conduct/participate in regular technical status meetings, participate in governance meetings and provide status information and identified risks up to management team (business and development).

• Manage production change processes (maintenance, releases)

• Manage production configuration processes (networking, interconnects, security, etc.)

• Provide production launch support for new features, enhancements, and change requests (CRs)

• Develop and manage program operational support model (Transition to production, staffing,

SLO/SLAs, alignment with use cases)

• Define and oversee operations processes (Incident management, problem management, etc.)

• Manage operational support systems (Dashboards, reports, monitoring, etc.)

• Participate in all P1 / P2 / escalated P3 technical bridges and provide directional support to team for triaging the issue and to come up with the resolution

• Track and manage risks and their mitigation actions

• Guide the team with decision making for critical issues, provide support to prepare the high-end stakeholder communications such as weekly presentations

Requirements:

• 7+ years of progressive business systems and project management experience

• Strong project and vendor management skills

• PMP or similar certification strongly preferred

• Experience with at least one out of the major cloud stacks (AWS, Azure, GCP)

• Experience in cloud native architecture and related technologies (containers, Docker, Kubernetes)

• Excellent communication, research, analytic, project management, and documentation skills

• Ability to handle multiple, concurrent, projects; manage vendors effectively and be responsive to users and engineering staff in a timely manner

• Bachelor’s degree or equivalent combination of education and work experience

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