Wanted: Manager Service Operations to shape the future of mobility!
We love cities. And we’re doing something to make our cities healthier, cleaner and more liveable. How? By providing parking solutions that are simple, quick and effortless.
Today, PARK NOW is the world’s leading provider of on-demand mobile payments for on- and off-street parking. We make life easier for more than 17,000,000 drivers in over 700 cities in Europe.
About the role
The Manager Service Operations is fully accountable for the incident management across the countries PARK NOW provides its services in. The Service Operations team reports into the Manager Operations and will ensure all incidents are analysed and resolved within agreed level of service.
The Manager Service Operations is successful when major incidents are resolved within agreed timelines and acceptable quality (customer satisfaction).
Customers of PARK NOW span B2C (through Customer Care team), B2B and B2G segments and demand a high degree of service availability 24/7.
Besides the main responsibility of incident management and team management, the following responsibilities are of key importance:
Developing a strong operations team that builds on solid processes, tooling, and a strong service culture.
Providing line management to the operations team, taking responsibility to manage, guide, coach and support them to build a strong and effective technical support function. Cover the day-to-day management of ten highly motivated operations engineers, plan teamwork, priorities, and build the team to its next level of maturity.
Service Level Management (service reviews); internal reviews, reporting and follow up with vendors.
Coordination of structural solutions (problem management); involving system engineering, product development, product management and service operations
Actively participate in the SAFe Product Development processes and support key decision-making points. Important points like support and NFR input, participation in refinement sessions, SIT and SAT.
Working closely with the Customer Care teams, Sales teams and Product Development teams to understand their requirements and support them delivering our company goals.
Management skills, knowledge of people management – 5 years plus experience
Social skills, ability to work in a multi-cultural environment, dealing with individuals of wide range of skills and expertise (Development, city councils, vendors, enforcement parties, governmental agencies, suppliers, product and commercial staff)
Willing to build up teams and maturing an organisation
Problem solving skills
Numeracy and analytical skills
Attention to detail
Good verbal and written communication skills in English and Dutch
***All candidates must be eligible to work in the European Union***
ITIL v3 or better ITIL v4
Technical skills (scripting, dbase general),
Strong use of Microsoft tooling such as MS Office tools, Dbase, scripting languages, query languages
Want to be part of a dynamic fast-growing scale-up and global, urban mobility leader? Yes! Want to make an impact? Yes!
We offer a lot of autonomy and room to develop your talents. We know our people are at their best when they enjoy a good work-life balance, which we fully support. You can expect great employment benefits, including a mobility plan, weekly bootcamps/gym memberships, monthly massages, lunch, Friday beers and snacks, daily fresh fruit, fun team events and much more!
PARK NOW. We are driven to improve. Come join the ride!