We are 1NCE

1NCE is a pioneering company at the forefront of reshaping the IoT connectivity landscape. As a key player in the industry, we are on a mission to change the telecoms/IoT landscape. With a focus on innovation, customer satisfaction and industry leadership, 1NCE is ready to change the system.

Your team

Join our international Service Delivery Team on a role of Service Manager! Together with other professionals you will be accountable for customer facing operational processes and responsible for the service delivery and service design towards our customers.
We are looking for specialists located in Germany or Latvia, with opportunity to work in hybrid mode.

Your mission

Accountable for service delivery operations: Serve as part of the Service Delivery Team, responsible for customer-facing operational processes, overall service delivery, and service design for customers.
Manage service performance: Oversee service delivery performance on a tactical level according to SLAs, acting as the functional and hierarchical reporting line for customers.
Coordinate service providers and partners: Manage 1NCE service providers based on SLAs, while maintaining strong relationships with partners and key accounts to ensure quality service.
Define and optimize processes: Develop and continuously improve service processes following ITIL standards, AWS Cloud Adoption Framework (AWS CAF), and defined Key Performance Indicators (KPIs).
Drive support tool development: Collaborate with DevOps teams to guide the enhancement of 1NCE support tools that are essential to service processes.
Monitor and report service levels: Track service delivery performance and compliance with agreed service levels, prepare service level reports, and conduct regular reviews with partners, key accounts, and service providers.
Support contractual and financial design: Assist internal teams in designing contractual and financial elements in collaboration with partners and service providers.

Your skills

Service management expertise: Familiar with ITIL and/or AWS Cloud Adoption Framework (AWS CAF), with prior experience working as a Service Manager.
Industry background: Strong foundation in telecommunications is preferred (experience in IT is also valued).
Conceptual working style: Keen interest in conceptual work and the ability to design and structure effective service processes.
Passion for innovation: Enthusiastic about digital innovations, modern cloud service architectures, and agile working methods.
Analytical and presentation skills: Skilled at making accurate effort and requirement estimations, and capable of presenting complex solutions in a clear and understandable way.
Customer focus and teamwork: A collaborative team player with strong customer orientation and a confident, professional presence.
Hands-on mentality: Practical, action-oriented mindset with a strong focus on teamwork.
Communication and assertiveness: Strong communication abilities combined with the ability to assert ideas effectively when needed.
Language proficiency: Good English skills (C1) in both spoken and written communication.

Your gains

Short decision-making paths and a lot of creative freedom - with us you can really get involved and help shape the future
A work environment defined by respect, close and informal communications among teams, departments, and management
Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results
Working on cutting-edge technologies
Flexible working models to accommodate work-life balance
Work around the globe program
Nilo.Health platform for your well-being
26 days of paid annual leave
Global and local events to strengthen our team spirit and have fun together
And many more depending on your location (e.g. gym membership, transportation allowance, language courses, pension scheme, etc.)

Your contact

Vladimir Kaiser
In case of any additional questions regarding the position: [email protected]

Service Manager IoT (all)

AI overview