Your Job Title: Cloud Service Delivery Manager
Job Location: UK - Remote
Our Department: Cloud Operations
Role Overview:
As a Service Delivery Manager, you will play a crucial role in ensuring that our services deliver exceptional value to our internal customers. You will work closely with operational teams to drive service excellence and customer satisfaction.
Key Responsibilities
* Service Management:
o Collaborate with internal customers and operational teams to ensure services deliver value;
o Conduct service reviews to report on service level performance and gauge customer satisfaction.
* Process Improvement:
o Lead the Continual Service Improvement process to enhance service delivery;
o Own and mature core ITIL processes, including Incident, Major Incident, Problem, Change, and Request Fulfilment.
* Incident and Problem Management:
o Manage and coordinate major incidents impacting Trimble customers on a rotational basis;
o Drive the Problem Management process to identify and resolve underlying issues.
* Customer Engagement:
o Obtain and respond to customer satisfaction feedback to improve service quality;
o Serve as a point of escalation for quality of service for Applications Support.
* Service Onboarding and Relationship Management:
o Facilitate the onboarding of new customers to shared services and platforms;
o Build strong and sustainable relationships across all levels of the organization, including engineering, operational, and support teams.
Must-Have Skills & Experience:
* Proven experience in IT or technology, including customer-facing service delivery or technical account management roles;
* Excellent written and oral English communication skills for presentations and service reporting;
* Ability to lead virtual teams and manage small projects;
* Experience in coordinating major incidents and managing KPIs/SLAs;
* Strong ITIL experience in core processes such as incident, problem, change, and request fulfillment;
* Experience managing multiple customers or projects with competing priorities;
* Excellent organizational, troubleshooting, and problem-solving skills;
* Understanding of public cloud infrastructure and security concepts;
* Track record of improving customer satisfaction;
* Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field;
* ITIL certification (V3/V4 Foundation minimum).
How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.
Posting Date
10/02/2025
Application Deadline: Applications could be accepted until at least 30 days from the posting date.
Join a Values-Driven Team: Belong, Grow, Innovate.
At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.
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