Service Delivery Manager, Cubic Telecom

Salary not provided
SQL
JIRA
Confluence
Senior and Expert level
Dublin
Cubic Telecom

Global connected software & analytics

Open for applications

Cubic Telecom

Global connected software & analytics

201-500 employees

B2BEnterpriseCarsTransportInternet of ThingsAgricultureSaaSTelecommunications

Open for applications

Salary not provided
SQL
JIRA
Confluence
Senior and Expert level
Dublin

201-500 employees

B2BEnterpriseCarsTransportInternet of ThingsAgricultureSaaSTelecommunications

Company mission

To solve connectivity challenges for OEMs so they can capitalise on the enormous commercial opportunities the SDCV era will deliver the industry.

Role

Who you are

  • 8+ yrs regional Service Delivery management experience with impacting customer engagement
  • Customer obsessed with excellent written, oral communication and reporting skills
  • ITIL certified and leveraged in day-to-day activity
  • Strong technical acumen to be able to understand Cubic’s technical solution and products, that allows the SDM to conduct reviews and to actively participate in technical discussions with the customer
  • Strong Service Delivery Management acumen
  • Ability to troubleshoot & solve complex problems
  • Up to date working knowledge of IT hardware and software with strong knowledge of Connected Devices solutions
  • Demonstrated ability to learn employer-specific software technical information, processes and applications quickly
  • Customer 1st mindset

Desirable

  • Degree level qualification, ideally in technology
  • Experience using tools like Jira & Confluence to capture & report issues & key project updates
  • Basic knowledge of programming concepts and SQL
  • Experience in building effective relationships external as well as internal customers including internal teams such as with Product, Software Development, Network, Test and SIM
  • Self-Starter with a proven track record in Service Delivery Management
  • Strong technical knowledge with an appetite to go deep where needed on Cubic’s & the customers technical solution

What the job involves

  • Primary Operational Account support to Cubic’s customers & associated brands in Europe
  • Facilitate daily, weekly, monthly and quarterly triage calls with each Customer / Brand to ensure Cubic is performing to SLA
  • Ensure Customer Connected Experience for all Customers and Brands across Europe Region is supported
  • Identify and provide detailed resolution to customer inquiries that meets customer expectations and work proactively with customers to provide the best customer service
  • Work closely with all Europe's regional MNO’s (Mobile Network Operators) to ensure a full rhythm of Business is in place and report regularly
  • Work with the operational account team to ensure operational account excellence and the highest customer satisfaction is provided to customers, brands and MNO’s
  • Oversee service delivery in region and recommend ways to optimize performance
  • Conduct quality review of key PM tickets with Cubic L3 teams & ensure consistent high standards achieved
  • Work closely with the Cubic Application Support team to ensure all SLA’s are met / exceeded across all customers and brands and where possible, provide guidance and solution to issues to local Application Support Engineers
  • Live and lead Cubic’s core values
  • Incident & Problem management ticket resolution, follow up with internal Cubic teams and providing detailed updates on RCA and fix to customers and brands
  • Prepare appropriate documentation for all issues and associated solutions for the customer

Our take

Cubic Telecom develops IoT-based global connected software that allows vehicles to automatically connect to local mobile networks. Since the company’s acquisition in 2008, Cubic has built up a strong customer base including Audi, Bentley, Lamborghini, Microsoft, Porsche, and Volkswagen.

Cubic’s IoT solutions have proven such a hit in the automotive, agricultural, and transportation industries because they allow vehicle and device manufacturers to avoid making agreements with multiple mobile service operators, solving tech complexities with integration, and worrying about compliance from country to country.

The connected car market, forecast to surpass $50B, highlights Cubic's strong position. SoftBank's recent €473M acquisition of a controlling stake values Cubic at over €900M. This strategic move positions Cubic to expand further, including plans to bolster staff numbers in Ireland, mainland Europe, and the US.

Kirsty headshot

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

Few candidates hear
back within 2 weeks

17% employee growth in 12 months

Company

Funding (last 2 of 7 rounds)

Jan 2020

$12.4m

LATE VC

Aug 2017

$47m

SERIES C

Total funding: $94.8m

Company benefits

  • 25 days annual leave + 2 company days
  • Health Insurance
  • Pension Contribution
  • ESOP
  • Tax saver scheme
  • Bike to work scheme
  • Sports and social activities
  • Great annual office outings (Summer BBQ, Christmas party, charity runs)
  • Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
  • Learning and Development Opportunities

Company HQ

Blackthorn, Dublin, Ireland

Leadership

Barry Napier

(CEO, not founder)

Acquired Cubic Telecom in late 2008. Prior to this, they were the CEO of a tech company where they led the acquisition and integration of the Irish Arm (Brightpoint Ireland).

Salary benchmarks

We don't have enough data yet to provide salary benchmarks for this role.

Submit your salary to help other candidates with crowdsourced salary estimates.

Share this job

View 11 more jobs at Cubic Telecom