Service Operations Manager

Job Description

Purpose

This position is responsible to work alongside internal and external IT partners/vendors to monitor the overall telematics operations functionality, effectiveness and recommends methods to improve efficiency, service, and cost reduction. In addition, the candidate shall be responsible for managing all activities related to the successful performance of Connected Truck Technical operations, process and reporting systems and day-to-day issue management. The role manages, directly, through subordinate professionals, consultant resources and Vendors/Partners. This includes, but not limited to, production issues, quality issues, difficult to use, enhancement and sprint release approval, reporting, system analytics, vendor management, contract negotiations and customer care. In addition, this position is responsible for implementation of Connected Truck vision, operational plan and strategy, develops goals and objectives and establishes schedules for periodic platform reviews. This Position utilizes a combination of managerial, professional, business and technical systems knowledge and skills.

Major Responsibilities

• Primary lead for overall day-to-day issue management for Connected Truck Eco system including Executive related requests, Incidents, Outages, and maintenances. Provides operational consultation to senior management.
• Evaluate and continuously monitor Connected Truck Systems for issue and performance trends.
• Host and manage Issue Triage meetings and test sessions with respective vendors (as required) to lead Root Cause identification through successful implementation and validation.
• Responsible for managing all activities related to Production validation and successful performance review of Connected truck processes and systems.
• Manages all evaluation of system performance metrics and reports to identify findings and recommend changes to business systems (PCRs) Periodically conduct technical review of the Connected Truck systems health and report issues/gaps and the mitigation/improvement steps.
• Author and Manage Test Plans for all Connected Vehicle Systems and Author Validation Reports summarizing issues found and risk identification for (Mobile Apps, Sprint Releases, In-Vehicle Testing, and Vendor Portals) as required.
• Author and update documentation that captures Connected Truck systems and operational processes.
• Participate in Release Change Control Board (RCCB) meetings and ensure that all dependencies are met for each release to ensure a successful validation. Approves analysis and write ups prior to Production releases to business unit management.
• Modify and maintain the enterprise wide Connected Truck release schedules across all partner/vendor systems
• Lead issue management process and governance steps to ensure highly available and resilient systems across the Connected Truck landscape.
• Effective and timely communication to management and business partners on resolved Connected Truck technical operations issues, incidents or maintenances.
• Supervise Connected truck Technical Operations activities and Validation of current and future telematics services.

Education

• Bachelor’s degree preferred.
• Master’s degree a plus

Related Experience

years of directly related experience in automotive, with Technical Operations, systems Validation, and vendor relationship management.

Three years of recent Telematics technical experience desired.

Skills/Knowledge

• Must have operational and issue management expertise.
• Good understanding of general automotive technology (Telematics, Automotive Apps, preferred) and/or consumer electronics.
• Vendor management experience including Change Requests authoring required.
• Proficiency in the use of the Microsoft Office package required.
• Call Center, Billing, and Service systems knowledge desirable.
• Knowledgeable about Wireless Technologies and Telematics systems.

Certification Required

~ ITIL/ITSM Certification must