Service Delivery Director

Our vision: bringing objects to life! In the future, billions of objects around the world will be connected to the Internet; their data will be stored in the Cloud and will participate in the digitization of our environment. A simple, low-cost, low-power, global connectivity solution is fundamental.
Each Sigfoxer is driven by the company's project to revolutionize the world!
Sigfox is the place for personal and collective challenge. Every day, nearly 44 different nationalities come together here: diversity is one of their strong points.

As part of the Coordination and Delivery department, the Service Delivery Director is accountable for ensuring quality of Sigfox Services towards end customers across Sigfox Operators (SO) & Sigfox.
The main challenges are based on defining for the department a clear & powerful vision and mission aiming at deploying a strategical playbook in accordance with Sigfox Strategy.
Our future Service Delivery Director will be part of our Direction Committee, composed by our CTO, HRD, Cross Functional Management Director, VP Product Management & Strategic Partners and will report directly into our Deputy CEO.

ROLE CONTEXT

Sigfox aims at leveraging its unique Technology, End-to-End Platform and global IOT Network to unlock the Massive IOT Market.
Hence, Sigfox is to become the leading IOT Communication Services provider focused on ultra-low-cost and ultra-low-power asset monitoring & tracking.

As part of the Coordination and Delivery department, the Service Delivery Director is accountable for ensuring quality of Sigfox Services towards end customers across Sigfox Operators (SO) & Sigfox.
As such, the Service Delivery Director is responsible for the following functions :

• Service Operations (Service Reliability Engineering & Customer Support)
• Global Customer Service Delivery Management
• Customer Contract Management
• SO Relationship Management

WIN / WIN MISSIONS

The challenge of the Service Delivery Director is to define for the department a clear & powerful vision and mission aiming at deploying a strategical playbook in accordance with Sigfox Strategy.
As per the above:

• Define, deploy and optimize SD department organization in order to ensure Sigfox service delivery to any customer around the world.
• Be able to execute and continuously improve Service Delivery Process : request for information, Incident management, Change management, Problem management, Contract management, etc
• Design, federate and follow-up the appropriate KPIs and steering indicators to measure SD Operational efficiency and enable forward decision
• Manage (from the definition to the execution) the SD budget in an optimal point of view in terms of resources & expenses. 
• Contribute to company strategic programs (ASCA, GSOA)
• Hence manage a multi-regional team of 35+ Sigfoxers spread over the following teams with the below responsibilities :
• Service Desk : provide SLO-compliant support to partners & customers, ensure partners autonomy by capitalizing organisational knowledge, ensure partner & customer satisfaction
• SO Support : ensure information and skills transfer to partners / customer after DA signature, ensure SO & customer satisfaction while executing operational processes as per our commitments, develop and consolidate a cross-functional expertise on Sigfox value chain and capitalize the knowledge, represent/ defend SO interest
• Service Reliability Engineering (SRE) : ensure Sigfox Servica availability and performance while leading/executing event management, change management, incident management, problem & capacity management, Monitor the worldwide Sigfox network availability and performance,
• Territory NOC : ensure Territory Sigfox Network availability and performance while leading / executing event management, change management, incident & problem management
• Sigfox Operator Relationship Management (SORM) : Manage the relationship with Sigfox Operators worldwide, from contractual, business, operational and financial standpoints
• Customer Contract Management : define, implement and manage a formal policy, set of rules and framework for contract management, define and measure customer contract KPIs (renewal, churn, TCR, etc), drive contract renewals by triggering the renewal process, define contract management system requirements
• Global Customer Service Delivery Management : act as the Customer Advocacy during Service Operation to ensure the highest customer satisfaction level, Set-up the contract governance model and drive service delivery reports, review and meetings, Manage the global customer service delivery dashboard reporting on all relevant quality and efficiency metrics and enabling forward decisions, Drive customer service improvement initiatives

MINDSET

What is important for this job:

• Vision, focus and energy to push boundaries and accelerate the achievement of near and longer term strategic objectives
• Strong business and commercial orientation with the ability to build a scalable organization
• Strong big picture vision as well as the ability to get to the detail and interpret that into different levels in the organization
• Enthusiasm, leadership, and ability to work across functions
• Team player able to work well under pressure and be very organized
• Client centric with clarity of thought, decision making and sound judgement
• Excellent interpersonal skills at an individual or group/team level
• Passionate about your objectives, able to influence people and outcomes
• Professional discipline
• Humility and coachability
• Strong work ethic and willing to go the extra mile
• Ability to recognize opportunities for enhancement and continuous improvement
• Curiosity and strong active listening
• Excellent English language skills, both written and verbal

Sigfox promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equality, senior citizens. As a learning organization and open minded on Diversity, Sigfox is ready to welcome Extra-ordinary people and adapt their workplace. At Sigfox, we hire personalities above all!

Every Sigfoxer is driven by the project to make things come alive (ambitious)!
Sigfox is the ideal place for personal (entrepreneurs) and collective (permanent change player) challenges. Here, 44 different nationalities live side by side: diversity is one of our strong points (multicultural).
Sigfox brews lot of skills and positions and everyone keeps learning (humble) & contributes to the success (experts) of the company.