Service Management, Director

Aeris Communications•Chicago, IL

4d•Onsite

About The Position

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. 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 looking for a dynamic and experienced Service Management Leader to lead and grow our Service Management team. Reporting directly to the Vice President of Global NOC Assurance, this pivotal role is responsible for leading a team of Service Managers who ensure service stability and fast service recovery through the use of service management processes and practices. As a champion of ITIL best practices, you will oversee the strategy, implementation, and execution of Incident Management, Problem Management, and Change Management processes. If you are passionate about delivering world-class service, possess a strong customer-centric mindset, and thrive in a fast-paced environment, we encourage you to apply.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field
10+ years of experience in IT Service Management, with at least 5 years in a leadership role.
Deep understanding of ITIL principles and practices; ITIL certification (e.g., ITIL Expert, ITIL 4 Managing Professional) is a plus
Proven track record of successfully implementing and managing Incident Management, Problem Management, and Change Management processes.
Strong leadership, communication, and interpersonal skills.
Proven track record of hiring and managing people of different cultures distributed globally
Excellent analytical and problem-solving abilities.
Experience working in a fast-paced, dynamic environment.
Ability to build strong relationships with stakeholders at all levels of the organization.
Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, etc.).
A passion for delivering exceptional customer service.

Nice To Haves

Experience with agile development methodologies a plus

Responsibilities

Develop and execute a comprehensive Service Management strategy aligned with the company's overall business objectives and ITIL framework.
Provide strong leadership, mentorship, and guidance to the Service Management team, fostering a culture of continuous improvement, collaboration, and customer focus.
Stay abreast of industry best practices, emerging technologies, and trends in Service Management, and recommend innovative solutions to enhance our capabilities.
Establish and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve the effectiveness of Service Management processes.
Oversee the Incident Management process to ensure timely and effective resolution of service disruptions, minimizing impact to customers.
Develop and maintain incident response plans, escalation procedures, and communication protocols.
Lead major incident reviews to identify root causes, prevent recurrence, and drive continuous improvement.
Lead the Problem Management process to proactively identify and resolve underlying issues that contribute to service disruptions.
Conduct thorough root cause analysis, implement corrective actions, and track progress to ensure long-term service stability.
Drive a proactive approach to problem identification and prevention, reducing the frequency and severity of incidents.
Oversee the Change Management process to ensure that changes receive the appropriate level of scrutiny and are implemented smoothly and with minimal disruption to services.
Develop and maintain change management policies, procedures, and risk assessment methodologies.
Chair the Enhanced Change Advisory Board (ECAB) to review and approve proposed changes.
Establish and maintain clear and effective communication channels with customers and internal stakeholders regarding service incidents, planned maintenance, and other relevant updates.
Develop and implement communication strategies to keep customers informed and engaged during service disruptions.
Gather customer feedback to identify areas for improvement and ensure that Service Management processes are aligned with customer needs.
Recruit, train, and develop a high-performing Service Management team.
Provide coaching, mentoring, and performance management to team members.
Foster a collaborative and supportive team environment.