Service Manager

About Aeris Communications Inc.

For more than three decades, Aeris has been a trusted cellular IoT leader enabling the biggest IoT programs and opportunities across Automotive, Utilities and Energy, Fleet Management and Logistics, Medical Devices, and Manufacturing. Our IoT technology expertise serves a global ecosystem of 7,000 enterprise customers and 30 mobile network operator partners, and 90 million IoT devices across the world. Aeris powers today’s connected smart world with innovative technologies and borderless connectivity that simplify management, enhance security, optimize performance, and drive growth.

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 and 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, providing you with ample opportunities for professional growth. 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 with 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 incident and problem analysis insights to inform proactive change planning, reducing the risk of service interruptions during environmental alterations.
• Monitor and report on service performance, making data-driven recommendations for improvements.
• Proactively identify areas for enhancement and implement best practices.
• Other ITIL/BU related activities maybe requested

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in service management and delivery, focusing on incident, problem, and change management.
• Experience with Fishbone and 5 Whys method of conducting retrospectives and RCAs
• Strong understanding of ITIL. ITIL Certification is a plus.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities, enabling effective interaction with 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 telecommunications is a plus.