We are looking for the best and brightest minds to join our IT Service Management team. TomTom delivers services as a supplier to Automotive and Enterprise customers. Asa member of the IT Service Management team, you are responsible for the following:
Contributing to the retention and growth of a specific customer, or portfolio of customers by co-creating value
Single point of contact or operational interface to the customer and driving business improvements internally within TomTom.
Driving business improvements internally within TomTom
Building relationships with key customer stakeholders. This could be onsite or remote.
Ensuring Service Level Targets are met, ensuring monitoring & reporting is in place to demonstrate the value
Ensuring processes are in place to mitigate any potential outages or ensuring plans are in place to avoid repeatable type outages
Working with the cross-functional teams, Service Desk, Incident, Problem & Change Management to ensure SLA compliance.
Building relationships with internal engineering teams to safeguard the customer from potential outage scenarios
Allowing the customer to focus on their core business and build trust that their provider can deliver exceptional service
Accountable for the customer operational documentation (how incidents are raised, escalation matrix, changes, etc.)
Owning the customer experience, measuring it regularly and improving customer satisfaction targets
Acting as the point of escalation for service incidents to ensure adherence to prescribed Service Level Agreements.
Managing day to day operational issues, injecting yourself into P1 incidents where required, potential on-call responsibilities, if required
Where customer correspondence is required from support teams, you are to ensure communications are fit for purpose, clear & succinct, e.g., root cause analysis, incident updates
Establishing a Continual Service Improvement plan for the customer
Initiate improvement plans based on operational IT challenges
Review and sign-off on transition of services into live/operational use
What you will need?
To be successful as a Customer Service Manager, this is the kind of profile we have in mind:
3+ years of service management in a software development company
Experience creating Service Improvement Plans (SIPs) and monitoring & driving the execution of the improvements
Experience presenting monthly reporting on service levels and ongoing improvements towards customers
Demonstrated continuous customer satisfaction level improvement
Appreciation for IT service delivery within a software development company
We’re IT Service Management (ITSM). As TomTom’s customer advocate for all operational needs, we manage processes such as Service Desk, Incident, Event, Problem, Change, Availability, Service Level, Service Management and Reporting. We also manage a range of platforms to ensure processes function efficiently, and take on Site Reliability Engineering (SRE) to drive the critical incident process. On our team, you’ll help ensure TomTom’s business operates efficiently and the services we provide are best delivered to our customers
We are self-starters who play well with others. Every day, we solve new problems with creativity, meet new people and learn rapidly at our offices around the world. We will invest in your growth and are committed to supporting you. In everything we do, we’re guided by six values: We care, putting our heart into what we do; we build trust (you can count on us); we create – it’s how we make a difference; we are confident, but don’t boast; we keep it simple because life is complex enough; and we have fun because life’s too short to be boring.
