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Service Delivery Manager

2 months ago

Australia Endeavor Full time

About Endeavor

Endeavor is a leading provider of innovative connected software solutions to the automotive, agriculture, and transport industries. Our scalable solution enables a multitude of revenue-generating services, combining real-time analytics supported by global connectivity and regional regulatory compliance in 190 countries.

Our Partners

Our global connected software is used by recognized global leaders in the automotive and technology space, including Arrival, Audi, Bentley, CNH Industrial, e.GO Mobile, General Motors, Kymeta, Lamborghini, Microsoft, Panasonic Automotive, Porsche, SEAT, Skoda, and Volkswagen.

The Role

We are seeking an energetic and enthusiastic Service Delivery Manager to manage and support all key customer and partner engagement in Europe, delivering best-in-class customer and partner operational account management. This role will be responsible for ensuring excellent technical support and customer service at all times.

Key Responsibilities

  • Primary Operational Account support to Endeavor's customers & associated brands in Europe
  • Facilitate daily, weekly, monthly, and quarterly triage calls with each Customer / Brand to ensure Endeavor 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 Endeavor L3 teams & ensure consistent high standards achieved.
  • Work closely with the Endeavor 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 Endeavor's core values.
  • Incident & Problem management ticket resolution, follow up with internal Endeavor 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.