Service Manager

Aeris is at the forefront of the "Internet of Things" (IoT) industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. We believe IoT will have a profoundly positive impact on the world for generations to come. The improvements made possible through IoT—improving patient care, preserving our natural resources, eliminating vehicle fatalities, and providing power to remote parts of the world—are just now being realized. Headquartered in Silicon Valley with offices around the world, Aeris is the preeminent cellular IoT player 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 expanding its global development, operations, and support teams and we are now hiring a Service Manager to play a significant role in upholding and advancing the quality and reliability of our services.

Responsibilities As a Service Manager, you will play a critical role in maintaining and improving the quality and reliability of our services by overseeing Incident, Problem and Change Management processes. You will work closely with cross-functional teams to identify, analyze, and resolve incidents and problems, as well as ensure that changes to the environment are effectively planned, implemented, and documented. Your primary objective is to minimize service disruptions, enhance service efficiency, and drive continuous improvement.

• Lead and manage the Major Incident Management process, ensuring timely response and resolution of incidents to SLA.
• Chair technical and management bridge meetings to facilitate and oversee all diagnostic and resolution activities.
• Handle communication towards internal and external stakeholders throughout the incident's lifecycle.
• Conduct post-incident reviews to identify root causes, lessons learned and corrective actions to prevent future occurrences.
• Coordinate multifunctional teams in conducting root cause analyses and crafting sustainable solutions.
• Evaluate and prioritize change requests, assessing their impact and risk. Collaborate with technical teams to oversee the successful execution of approved changes.
• Lead the Change Advisory Board (CAB) meetings, facilitating the review and approval of proposed changes.
• Conduct post-implementation reviews (PIR) to assess the impact and effectiveness of implemented changes.
• Establish and maintain a feedback loop that captures insights from incident analysis, problem resolution, and change planning.
• Leverage insights gained from incident and problem analysis to inform proactive change planning, reducing the risk of service interruptions during alterations to the environment.
• Monitor and report on service performance, making data-driven recommendations for improvements.
• Proactively identify areas for enhancement and implement best practices.

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in service management and service delivery, with a focus on incident, problem, and /or change management.
• Strong understanding of ITIL. ITIL Certification is a plus.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities, enabling effective interaction with both customers and senior leadership teams.
• Passionate about delivering highly available services.
• Collaborative and adept at working effectively within a team and alongside colleagues.
• Familiarity with IT service management tools and software.
• Previous experience in IT or Telecommunication is a plus.

Aeris walks the walk on diversity. We are a brilliant mix of varying ethnicities, backgrounds, religions, cultures, sexual orientations, gender identities, ages and professional/personal/military experiences – and that’s by design. Different perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.