Service Delivery Engineer

Service Delivery Engineer

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.

The Role

Our IT division is looking for a Service Delivery Engineer who will be responsible for the governance of incident, problem and escalation management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. They will also be accountable to constantly review and improve our processes, using the latest automation technology.

What You’ll Do

• Deliver a customer-centric service, collaborating on continuous service improvement initiatives by seeking feedback, evaluating current processes and implementing both manual and automated solutions.
• Provide administration to all Incident Workflow and asset management tools, such as cmdb information, product list management and paging tools.
• Leverage new and existing technologies, systems, tools, training, and resources to enhance service quality, optimize performance, reduce costs, and elevate user satisfaction. Ensure the delivery of a consistently high standard of service that aligns with business objectives.
• Execute the Problem Management processes, conducting post-incident reviews and lessons learned sessions.  Facilitate the completion of improvement actions to prevent recurrence of similar incidents,  ensuring our records of all incidents and their resolutions are accurate and identify trends and patterns.
• Ensure that requests, issues and incidents meet the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholders.
• Serve as an escalation path for any Business requests issues or incidents, escalating major incidents to senior management and relevant stakeholders, and provide regular updates and reports.
• Attend workshops with stakeholders to review Business Services performance against SLAs and KPIs, driving service improvement plans and enhancing overall service effectiveness.
• Ensure all IT Service Delivery procedures are documented, regularly reviewed and communicated to the Business.

What You’ll Bring

• 2+ years of experience providing services within an IT organization, with a passion for delivering services to the business with a ‘Customer First’ mindset 
• Proven experience driving improvements in IT, including gathering and reporting on Service management metrics to illustrate them.
• Demonstrated success leading global IT initiatives, projects and programs to ensure agreed objectives and outcomes are delivered 
• Excellent problem solving, analytical and critical thinking, confidently consider options and drive decisions within high pressure situations
• Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations.
• Demonstrated success designing and implementing IT policies and practices 
• Strong communication and interpersonal skills, with the ability to translate complex technical terms to wide ranging audiences
• We require the candidate to speak fluent English, any other languages would be a welcome addition