Service Manager IoT - North America (all)

Permanent employee, Full-time · USA, Home Office Canada

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 the USA or Canada in a remote working mode.

Your mission

Service Delivery & Customer Operations
You are accountable for all customer-facing operational processes and responsible for both service delivery and service design towards our customers. You manage Service Delivery performance on a tactical level according to defined SLAs and act as the functional and hierarchical reporting line for your assigned customers.
Service Provider & Partner Management
You ensure high-quality service by managing 1NCE service providers in line with SLAs, while also taking care of partners and key accounts to maintain smooth collaboration and strong operational performance.
Process Design & Optimization
You define and continuously optimize service processes based on ITIL and the AWS Cloud Adoption Framework (AWS CAF). You contribute to the development and refinement of Key Performance Indicators (KPIs) to drive service excellence.
Tooling & Platform Development
You are responsible for steering the further development of all 1NCE support tools relevant to service processes, working closely with our DevOps teams to ensure the tools meet operational needs.
Performance Monitoring & Reporting
You monitor service delivery, track compliance with agreed service levels, and prepare comprehensive service level reports. You also conduct regular review meetings with partners, key accounts, and service providers.
Cross-Functional Collaboration
You support internal 1NCE teams in designing contractual and financial elements in cooperation with partners and service providers, ensuring that operational and commercial requirements are fully aligned.

Your skills

Educational Background
You have completed a degree in Informatics, Computer Science, or a closely related field, providing you with a solid technical foundation for the role.
Professional Experience & Framework Knowledge
You are familiar with ITIL and/or the AWS Cloud Adoption Framework (AWS CAF) and already bring experience as a Service Manager. A strong background in telecommunications is highly beneficial, though experience from an IT-focused environment is equally valuable.
Conceptual & Analytical Strengths
You enjoy conceptual work and are eager to deepen your passion for digital innovations, modern cloud service architectures, and agile methodologies. You are capable of making accurate effort and requirement estimations, and you can present complex technical solutions in a simple and understandable way.
Collaboration & Mindset
You work effectively as part of a team, maintain a strong customer focus, and carry yourself with confidence and competence. Your hands-on mentality, paired with a collaborative and team-oriented approach, enables you to drive initiatives forward.
Communication & Soft Skills
You communicate clearly, demonstrate strong self-assertion when needed, and maintain a professional presence across different stakeholders. You have strong English language skills, with fluency at a C1 level in both speaking and writing.

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: jobs@1nce.com

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About us

Take your 1NCE in a lifetime opportunity !

1NCE is set to change the IoT connectivity market forever. This requires courage, creativity and a unique team with special skills.
Are you ready to join us in shaping the future of the IoT? 1NCE offers you unique career opportunities in one of the fastest growing markets in the world.

At 1NCE, we are committed to providing equal employment opportunities to all individuals regardless of their race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We value diversity, inclusion, and equity, and believe that a diverse and inclusive workforce is a key driver of our success.

We strive to create a workplace where everyone feels valued, respected, and empowered to bring their full, authentic selves to work. We are dedicated to providing a fair and equitable hiring process that ensures all candidates are evaluated based on their qualifications, skills, and experience without bias or discrimination.

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We look forward to meeting you!

Thank you for your interest in 1NCE. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to jobs@1nce.com.