IT Service Delivery Manager
General Information Technology - San Jose, USA
IT Service Delivery Manager
General Information Technology - San Jose, USA
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At TomTom…You’ll move the world forward. Every day, we create the most innovative mapping and location technologies to shape tomorrow’s mobility for the better.

We are proud to be one team of more than 5,000 unique, curious, passionate problem-solvers spread across the world. We bring out the best in each other. And together, we help the automotive industry, businesses, developers, drivers, citizens and cities move towards a safe, autonomous world that is free of congestion and emissions.

What you’ll do

  • Contribute to the retention and growth of a specific customer, or portfolio of customers by co-creating value
  • Single point of contact or operational interface to the customer and driving business improvements internally within TomTom.
  • Building relationships with key customer stakeholders, this could be onsite or remote.
  • Overall accountability for customer service level agreements (SLAs)
  • Setting up Operational Level Agreements (OLAs) and Service Level Objectives (SLOs) with internal service providers
  •  Ensuring Service Level Targets are met, monitoring & reporting is in place to manage your customers services
  • Ensuring processes are in place to mitigate any potential outages or ensuring plans are in place to avoid repeatable type outages
  • Working with the cross functional teams, NOC, Incident, Problem & Change to ensure SLA compliance. These teams can be remote.
  • Build relationships with internal engineering teams to safeguard the customer from potential outage scenarios
  • Transition of new accounts to be operationally ready
  • Accountable for the customer operational documentation, service descriptions standard operating procedures
  • Owning the customer experience, measuring it regularly and improving customer satisfaction targets
  • Managing day to day operational issues, injecting yourself into P1 incidents where required
  • Customer correspondence, governance reports, root cause analysis, incident updates
  • Establishing and tracking a Continual Service Improvement plans
What you’ll need
  • Minimum 5 years of service management experience in a s/w development company
  • A successful history of managing multiple Enterprise customers
  • Evolve processes to be frictionless and allow our creators flexibility without impacting on the customer experience
  • Experience with working with DevOps teams
  • Ability to create Service Improvement Plans (SIPs) & drive the execution
  • Experience presenting (F2F & remote) reporting on service levels/SIPs
  • Demonstrated continuous customer satisfaction improvement
  • Report automation skills will be a benefit
  • Experience with tools such as ServiceNow, Jira, AlertSite, PagerDuty, Grafana
Nice to have
  • Quality Management and ISO certification 
  • Experience with PagerDuty, Jira, Confluence, ServiceNow, Grafana

Meet your team We’re TomTom Enterprise. We provide high-quality mapping and traffic data and a range of Maps APIs. In building a safe, clean and congestion-free society, we partner with some the world’s most innovative companies. Our customer base ranges from application developers and internet of things companies to logistics services and fleet management experts, governments and cloud service providers. On our team, you’ll bridge offline and online worlds, providing developers and businesses big and small with the location technologies they need to build next-generation location-based applications.

Achieve more We are self-starters who play well with others. Every day, we solve new problems with creativity, meet new people and learn rapidly at our offices around the world. We will invest in your growth and are committed to supporting you. In everything we do, we’re guided by six values: We care, putting our heart into what we do; we build trust (you can count on us); we create – driven to make a difference; we are confident, but don’t boast; we keep it simple, since life is complex enough; and we have fun because life’s too short to be boring. 

After you applyOur recruitment team will work hard to give you a meaningful experience throughout the process, no matter the outcome. Your application will be screened closely, and you can rest assured that all follow-up actions will be thorough, from assessments and interviews through your onboarding.

TomTom is an equal opportunity employerWe celebrate diversity, thrive on each other’s differences and are committed to creating an inclusive environment at our offices around the world. Naturally, we do not discriminate against any employee or job applicant because of race, religion, color, sexual orientation, gender, gender identity or expression, marital status, disability, national origin, genetics, or age.

Ready to move the world forward?

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