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Service Operations Manager

2 months ago

Lewisville, United States Cygnus Professionals Inc. Full time
  1. Service Operations Manager

Location: Lewisville, TX

Workplace: Hybrid

Duration: 12 Month Contract


Job Description:

We are seeking a dedicated Service Operations Manager to oversee the telematics operations team and manage software deployments and devices. This role involves providing direction and coordination with a team based in India. The candidate will work closely with internal and external IT partners/vendors to monitor overall telematics operations functionality, effectiveness, and recommend methods to improve efficiency, service, and cost reduction. Responsibilities include managing Connected Truck Technical operations, process and reporting systems, issue management, vendor management, contract negotiations, and customer care. The role demands 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.



Additional Skills & Qualifications

Education

  • Must be a high school graduate.
  • Bachelor’s degree preferred.
  • Master’s degree a plus


Related Experience

15 years of experience of which at least five 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 required