Cloud Service Delivery Manager

October 3

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Trimble Inc.

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Construction • Transportation • Geospatial

Trimble Inc. is a technology company that provides advanced solutions across various sectors including construction, transportation, geospatial, and natural resources. They empower industries to improve efficiency and profitability by leveraging real-time data insights, innovative software, and precise hardware. Trimble's solutions are used by millions of professionals globally, helping them to collaborate effectively and manage complex workflows, ultimately transforming how work gets done in diverse environments.

10,000+ employees

💰 Post-IPO Debt on 2022-12

📋 Description

• Collaborate with internal customers and operational teams to ensure services deliver value • Conduct service reviews to report on service level performance and gauge customer satisfaction • Lead the Continual Service Improvement process to enhance service delivery • Own and mature core ITIL processes, including Incident, Major Incident, Problem, Change, and Request Fulfilment • Manage and coordinate major incidents impacting Trimble customers on a rotational basis • Drive the Problem Management process to identify and resolve underlying issues • Obtain and respond to customer satisfaction feedback to improve service quality • Serve as a point of escalation for quality of service for Applications Support • Facilitate the onboarding of new customers to shared services and platforms • Build strong and sustainable relationships across all levels of the organization, including engineering, operational, and support teams

🎯 Requirements

• Proven experience in IT or technology, including customer-facing service delivery or technical account management roles • Excellent written and oral English communication skills for presentations and service reporting • Ability to lead virtual teams and manage small projects • Experience in coordinating major incidents and managing KPIs/SLAs • Strong ITIL experience in core processes such as incident, problem, change, and request fulfillment • Experience managing multiple customers or projects with competing priorities • Excellent organizational, troubleshooting, and problem-solving skills • Understanding of public cloud infrastructure and security concepts • Track record of improving customer satisfaction • Bachelor’s degree or equivalent experience in Computer Science, Engineering, or a related field • ITIL certification (V3/V4 Foundation minimum)

🏖️ Benefits

• Health insurance • Paid time off • Flexible working hours • Professional development opportunities