Your Job Title: Cloud Service Delivery Manager

Job Location: Romania - Brasov (hybrid)

Our Department: Cloud Operations

Role Overview:

As a Service Delivery Manager, you will play a crucial role in ensuring that our services deliver exceptional value to our internal customers. You will work closely with operational teams to drive service excellence and customer satisfaction.

Key Responsibilities

Service Management:

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.

Process Improvement:

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.

Incident and Problem Management:

Manage and coordinate major incidents impacting Trimble customers on a rotational basis;

Drive the Problem Management process to identify and resolve underlying issues.

Customer Engagement:

Obtain and respond to customer satisfaction feedback to improve service quality;

Serve as a point of escalation for quality of service for Applications Support.

Service Onboarding and Relationship Management:

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.

Must-Have Skills & Experience:

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).

About Trimble:
Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modelling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit:

www.trimble.com

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