At Aeris, we are at the forefront of the IoT revolution, connecting more than 70 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies. With offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.

Aeris provides a SaaS based connectivity management platform for mobile operators and enterprises. It enables organizations to realize new revenue streams from a vast variety of devices while simplifying the process and reducing the cost of connecting them to benefit from economies of scale. The platform provides access to key functionality including subscription management, eSIM/eUICC management via world class APIs and operator and enterprise self-service portals. This is built on core tenants of cloud computing and intelligence (AI/ML). And thanks to our deep expertise and our extensive trusted partner network, we are the go-to destination for those wishing to roll-out high quality global IoT deployment

.
That’s where you come in. As the Partner Service Delivery Manager, you will enable Aeris’ partners to deliver value to their customers through the Aeris platform so that they can leverage the full potential of our service offering

s.
The role offers access to some of the most brilliant minds in the industry, and the opportunity to build and elevate a thriving company – in an environment that values innovation, autonomy and integri

ty.
A few things to know about

• us:We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can't settle for another company's tried and tested template. Innovation is the key to our success, and it's reflected in everything we do: from product design to corporate welln
• ess.We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and liberty needed to be truly creat
• ive.Values are essential. We believe in doing things well - and doing them right. Integrity is a core value here: you'll see it embodied in our staff, our management approach and growing social impact w
• ork.We walk the talk on diversity and inclusion. We're a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more - and that's by design. We see diverse perspectives as a core competitive advant
• age.Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your car

eer.
Responsibili

ties:Aeris communications is looking for a Partner Service Delivery Manager to own partner relationships and be responsible for ensuring delivery of Operations Assurance services to the partners. You should be passionate about enabling partners and be relentless in driving the outcomes that deliver on the Aeris services v

• alue.Accountable for quality, cost, and performance of delivered services to MNO par
• tnersRepresent Aeris operations to partner to ensure appropriate level of inter-working and communic
• ationSupport new service introduction projects by helping to define requirements and critical metrics to operations service perfor
• manceAssist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT bus
• inessBe a change agent and help shape cu
• ltureDevelop and implement strategies to ccontinuous drive toward service efficiency and improvements. This to include Customer Satisfaction Surveys, Customer Experience Management measurements, or sim
• ilar.Work closely with engineering and product teams to troubleshoot and resolve customer issues related to IoT devices and serv
• ices.Monitor key performance indicators (KPIs) such as CSAT, NPS, response times, and resolution rates to ensure top-tier service deli
• very.Identify gaps in customer service processes and introduce automation, self-service tools, and best pract
• ices.Serve as the voice of the customer, providing feedback to the product and engineering teams to enhance the IoT service offe
• ring.Handle high-priority or complex customer concerns and ensure they are resolved effecti
• vely.Work cross-functionally with sales, product development, and marketing teams to align customer service with business g
• oals.Ensure that all customer interactions comply with industry regulations, data protection policies, and security stand

ards.
Technical experience Req

• uired:Understanding of IoT ecosystems, including devices, sensors, gateways, cloud platforms, and
• APIs.Experience with IoT cloud platforms such as Google Cloud • Knowledge of wireless communication protocols used in IoT, such as NB-IoT, LTE-M, and or 5G & cellul

ar IoT
Requir

ements:Ed

• ucationBSC, MBA or equivalent through exp

erience
Industry Ex

• perience5+ years of experience in a Web Service and Finance / Contracts / Commercials or
• similarProven experience as a Partner Service Manager, preferably in a technology, aaS, or IoT envi
• ronment.ICT/Telecommunication Solution k
• nowledgeExperience with customer support tools such as Zendesk, Salesforce Service Cloud, or
• similar.Familiarity with IoT technologies, connected devices, and cloud-based
• servicesExcellent problem-solving, communication, and interpersona
• l skillsAbility to handle high-pressure situations and manage escalations eff
• ectivelyStrong analytical skills with experience in reporting and KPI t
• racking.Understanding of ITIL, SLA management, and customer support fra

meworks.
Job role c

• ompetenceStrong verbal and written communication skills for interacting with Partners and internal teams and manage partner expe
• ctations.Negotiation skills for managing service level agreements (SLAs) and customer expe
• ctations.Ability to prioritize and escalate critical issues when necessary and manage es
• calationsExperience in developing and implementing service improvement s
• trategiesOperations Delivery M
• anagementOperate at a high level but dive deep into detail when
• necessarySimplify complex subjects and effectively communicate to sta
• keholdersAbility to simplify technical concepts for non-technical c
• ustomers.Communication of technical service changes and incident r
• oot causeBuild positive and production relationships with partners and c
• olleaguesCreative probl

em solver
Knowledge &a

• mp;
• skillsITILFinancial
• CompetenceKnowledge sharing & Collaborat

ion skills
Additional skill r

• equirementsEffective
• LeadershipExcellent co
• mmunicationPartner Relationship Management
• & FocusProject
• management
• Strong DoerRes
• ults DriverRelationship

Management
As part of our hiring process, Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal applicat

ion process.
Aeris walks the walk on diversity. We are a brilliant mix of varying ethnicities, backgrounds, religions, cultures, sexual orientations, gender identities, ages and professional / personal / military experiences – and that’s by design. Different perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportun

ity employer.