Service Manager IoT - North America;

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.

Vladimir Kaiser
In case of any additional questions regarding the position:

1

NCE 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, 1

NCE is ready to change the system.

• 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.)

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
.

• 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 1
  
  NCE 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 1
  
  NCE support tools relevant to service processes, working closely with our Dev Ops 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 1
  
  NCE teams in designing contractual and financial elements in cooperation with partners and service providers, ensuring that operational and commercial requirements are fully aligned.