Job Description

At Aeris, we are at the forefront of the IoT revolution, connecting more than 70 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies. With offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.

Aeris provides a SaaS based connectivity management platform for mobile operators and enterprises. It enables organizations to realize new revenue streams from a vast variety of devices while simplifying the process and reducing the cost of connecting them to benefit from economies of scale. The platform provides access to key functionality including subscription management, eSIM/eUICC management via world class APIs and operator and enterprise self-service portals. This is built on core tenants of cloud computing and intelligence (AI/ML). And thanks to our deep expertise and our extensive trusted partner network, we are the go-to destination for those wishing to roll-out high quality global IoT deployment.

Aeris is looking for a dynamic and experienced Service Management Leader to lead and grow our Service Management team. Reporting directly to the Vice President of Global NOC Assurance, this pivotal role is responsible for leading a team of Service Managers who ensure service stability and fast service recovery through the use of service management processes and practices. As a champion of ITIL best practices, you will oversee the strategy, implementation, and execution of Incident Management, Problem Management, and Change Management processes. If you are passionate about delivering world-class service, possess a strong customer-centric mindset, and thrive in a fast-paced environment, we encourage you to apply.

Key Responsibilities:

Leadership & Strategy

• Develop and execute a comprehensive Service Management strategy aligned with the company's overall business objectives and ITIL framework.
• Provide strong leadership, mentorship, and guidance to the Service Management team, fostering a culture of continuous improvement, collaboration, and customer focus.
• Stay abreast of industry best practices, emerging technologies, and trends in Service Management, and recommend innovative solutions to enhance our capabilities.
• Establish and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve the effectiveness of Service Management processes.

Incident Management

• Oversee the Incident Management process to ensure timely and effective resolution of service disruptions, minimizing impact to customers.
• Develop and maintain incident response plans, escalation procedures, and communication protocols.
• Lead major incident reviews to identify root causes, prevent recurrence, and drive continuous improvement.

Problem Management

• Lead the Problem Management process to proactively identify and resolve underlying issues that contribute to service disruptions.
• Conduct thorough root cause analysis, implement corrective actions, and track progress to ensure long-term service stability.
• Drive a proactive approach to problem identification and prevention, reducing the frequency and severity of incidents.

Change Management

• Oversee the Change Management process to ensure that changes receive the appropriate level of scrutiny and are implemented smoothly and with minimal disruption to services.
• Develop and maintain change management policies, procedures, and risk assessment methodologies.
• Chair the Enhanced Change Advisory Board (ECAB) to review and approve proposed changes.

Customer Communication

• Establish and maintain clear and effective communication channels with customers and internal stakeholders regarding service incidents, planned maintenance, and other relevant updates.
• Develop and implement communication strategies to keep customers informed and engaged during service disruptions.
• Gather customer feedback to identify areas for improvement and ensure that Service Management processes are aligned with customer needs.

Team Management

• Recruit, train, and develop a high-performing Service Management team.
• Provide coaching, mentoring, and performance management to team members.
• Foster a collaborative and supportive team environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 10+ years of experience in IT Service Management, with at least 5 years in a leadership role.
• Deep understanding of ITIL principles and practices; ITIL certification (e.g., ITIL Expert, ITIL 4 Managing Professional) is a plus
• Proven track record of successfully implementing and managing Incident Management, Problem Management, and Change Management processes.
• Strong leadership, communication, and interpersonal skills.
• Proven track record of hiring and managing people of different cultures distributed globally
• Excellent analytical and problem-solving abilities.
• Experience working in a fast-paced, dynamic environment.
• Ability to build strong relationships with stakeholders at all levels of the organization.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, etc.).
• A passion for delivering exceptional customer service.
• Experience with agile development methodologies a plus

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