Senior Services Delivery Manager

Aeris•Auburn Hills, MI

2d•$135,000•Hybrid

About The Position

As a Senior Services Delivery Manager, you will own the operational relationship for mission-critical connected vehicle cloud services supporting global automotive OEM customers. This role combines cloud operations, customer leadership, incident management, and cross-functional coordination to ensure vehicle-to-cloud platforms remain reliable, scalable, and production-ready. Connected vehicle technology continues to reshape the automotive industry across OTA updates, telematics, and cybersecurity. In this role, you will work directly with OEM stakeholders while partnering across Engineering, SRE, Product, Security, and Support teams to drive operational excellence, customer confidence, and continuous service improvement.

Requirements

Experience with Connected Vehicle platforms, telematics, OTA, or vehicle-to-cloud ecosystems.
Ability to lead customer-facing operational governance, including escalation management and executive-level communication.
Experience managing IT incident processes, change management, and operational service delivery.
Ability to define, monitor, and report against SLAs, KPIs, and operational commitments.
Familiarity with cloud-native architectures, observability, and distributed systems.
Understanding of automotive operations, cybersecurity considerations, and production support environments.
Commercial awareness and understanding of the business impact of operational service decisions.
Ability to collaborate across Engineering, Product, SRE/DevOps, Security, and Support organizations.

Responsibilities

Own end-to-end delivery and operational health of Connected Vehicle Cloud services for automotive OEM customers.
Act as the primary operational contact for customers and internal cross-functional teams.
Monitor SLAs, KPIs, incidents, and service performance to ensure reliability and availability.
Manage service reporting and ensure compliance with contractual SLAs and operational commitments.
Ensure operational readiness for new services, markets, and vehicle programs.
Lead major incident management, escalations, and root cause resolution activities.
Coordinate customer communications during production-impacting incidents and operational events.
Identify operational risks, dependencies, and service gaps, driving corrective actions as needed.
Support post-incident analysis and RCA delivery aligned to customer expectations.
Coordinate production releases, vehicle launches, change management, and post-release stabilization activities.
Assess operational readiness and change risk associated with new features and deployments.
Partner with Engineering, Product, SRE/DevOps, Security, and Support teams to align service delivery with customer expectations.
Drive continuous service improvement through automation, monitoring, and operational optimization.
Lead operational governance discussions and customer service reviews.
Support customer growth and pre-sales activities, including SLA planning and operational assessments.