Senior Services Delivery Manager

Aeris Communications; Auburn Hills (MI); On-site; USD 122,000 - 149,000; Full time

Job summary

Aeris is seeking a Senior Services Delivery Manager to own the operational relationship for mission-critical connected vehicle cloud services for automotive OEMs. You will partner with Engineering, SRE, Product, Security, and Support to ensure reliability, scalability, and production-readiness.

You will lead incident management, change coordination, and continuous service improvement while driving customer confidence and governance across programs and markets.

Qualifications

• Experience with connected vehicle platforms, telematics, OTA, or vehicle-to-cloud ecosystems.
• Ability to lead customer-facing operational governance, including escalation management and executive-level communication.
• Experience managing IT incident processes, change management, and operational service delivery.
• Ability to define, monitor, and report against SLAs, KPIs, and operational commitments.
• Familiarity with cloud-native architectures, observability, and distributed systems.
• Understanding of automotive operations, cybersecurity considerations, and production support environments.
• Commercial awareness and understanding of the business impact of operational service decisions.
• Ability to collaborate across Engineering, Product, SRE/DevOps, Security, and Support organizations.

Responsibilities

• Own end-to-end delivery and operational health of Connected Vehicle Cloud services for automotive OEM customers.
• Act as the primary operational contact for customers and internal cross-functional teams.
• Monitor SLAs, KPIs, incidents, and service performance to ensure reliability and availability.
• Coordinate production releases, vehicle launches, change management, and post-release stabilization activities.
• Lead major incident management, escalations, and root cause resolution activities.
• Coordinate customer communications during production-impacting incidents and operational events.
• Identify operational risks, dependencies, and service gaps, driving corrective actions as needed.
• Support post-incident analysis and RCA delivery aligned to customer expectations.

Skills

Connected Vehicle platforms

Customer governance

Incident management

SLA / KPI reporting

Cloud-native architectures

Observability

Automotive cybersecurity

Cross-functional collaboration

Job description

Aeris is the secure connectivity platform for Physical AI and intelligent IoT devices. It caters to connected cars, drones, autonomous mobility, robotics, utilities, energy, fleet management, logistics, medical devices, and manufacturing. Aeris serves over 7,000 enterprise customers and connects more than 115 million devices worldwide, including 41 million connected vehicles, supported by an ecosystem of 30+ mobile network operators. Enterprises rely on Aeris for the borderless connectivity, embedded security, observability, and proven scale that mission critical Physical AI programs demand.

Senior Services Delivery Manager

The vehicles are on the road. The cloud has to work.

As a Senior Services Delivery Manager, you will own the operational relationship for mission-critical connected vehicle cloud services supporting global automotive OEM customers. This role combines cloud operations, customer leadership, incident management, and cross-functional coordination to ensure vehicle-to-cloud platforms remain reliable, scalable, and production-ready.

Connected vehicle technology continues to reshape the automotive industry across OTA updates, telematics, and cybersecurity. In this role, you will work directly with OEM stakeholders while partnering across Engineering, SRE, Product, Security, and Support teams to drive operational excellence, customer confidence, and continuous service improvement.

Key Responsibilities

Service Delivery & Operational Leadership

• Own end-to-end delivery and operational health of Connected Vehicle Cloud services for automotive OEM customers.
• Act as the primary operational contact for customers and internal cross-functional teams.
• Monitor SLAs, KPIs, incidents, and service performance to ensure reliability and availability.
• Manage service reporting and ensure compliance with contractual SLAs and operational commitments.
• Ensure operational readiness for new services, markets, and vehicle programs.
• Lead major incident management, escalations, and root cause resolution activities.
• Coordinate customer communications during production-impacting incidents and operational events.
• Identify operational risks, dependencies, and service gaps, driving corrective actions as needed.
• Support post-incident analysis and RCA delivery aligned to customer expectations.

Release & Change Coordination

• Coordinate production releases, vehicle launches, change management, and post-release stabilization activities.
• Assess operational readiness and change risk associated with new features and deployments.
• Partner with Engineering, Product, SRE/DevOps, Security, and Support teams to align service delivery with customer expectations.

Continuous Improvement & Customer Partnership

• Drive continuous service improvement through automation, monitoring, and operational optimization.
• Lead operational governance discussions and customer service reviews.
• Support customer growth and pre-sales activities, including SLA planning and operational assessments.

Qualifications

• Experience with Connected Vehicle platforms, telematics, OTA, or vehicle-to-cloud ecosystems.
• Ability to lead customer-facing operational governance, including escalation management and executive-level communication.
• Experience managing IT incident processes, change management, and operational service delivery.
• Ability to define, monitor, and report against SLAs, KPIs, and operational commitments.
• Familiarity with cloud-native architectures, observability, and distributed systems.
• Understanding of automotive operations, cybersecurity considerations, and production support environments.
• Commercial awareness and understanding of the business impact of operational service decisions.
• Ability to collaborate across Engineering, Product, SRE/DevOps, Security, and Support organizations.

Aeris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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 application process.

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may also be modified in the future. An employee's position within the salary range will be based on several factors including, but not limited to: relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organisational needs.

The salary range for this role is $135,000 USD base salary. Aeris also offers a comprehensive package of benefits including paid time off, medical / dental / vision insurance, and 401(k) to eligible employees.