NOC Delivery Manager

About Us

With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that's been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market. 

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Vice President Advanced Services

What You Will Be Doing

The ideal applicant exemplifies an understanding of ChargePoint processes and team dynamics across the business, as well as the exceptional coaching and motivational skills necessary to attract, engage, and grow top people on a high-performance team. He or she will be in charge of directly or indirectly leading a team of NOC engineers, Team Leads and sustaining engineering to provide world-class customer service.

Responsibilities (Managerial):

Supervises and provides technical guidance for 24/7 technical staff. Makes hiring, firing, and review recommendations to management. Contributes to employee performance appraisal process under the guidance of the NOC manager. Develops training plans for NOC staff and facilitates cross-training and peer mentoring. Participates in the development of policies, standards and procedures for the NOC. Ensures approved policies, standards and procedures are followed in the NOC.

Manages client operational calls and runs critical incident calls. Contributes to production of scheduled management reports. Handles escalations and client requests for information. Vendor management responsibilities:  Hire vendors to support various NOC functions. Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.

What You Will Bring to ChargePoint

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations

• People, customer and Performance management skills
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures

• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict within the team or with cross-functional teams
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation in the teams.
• Sets high standards of performance for self and teams; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Aptitudes

• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments to provide timely Root Cause Analysis for the escalations
• Act as a customer and people champion for prompt problem-solving
• Passion for World Class Customer and employee Experience!!!

Requirements

• A good understanding of the principles of service support as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Knowledge of Managed Services products within the IT field.
• Possess strong problem-solving, conflict resolution and critical thinking skills.
• Possess strong written and verbal communication skills.
• Outstanding customer service skills.
• Excellent interpersonal skills.
• Excellent telephone manner.
• Ability to work well under pressure. Flexible and adaptable to meet the team’s needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Must have the ability to work independently and be an effective contributor to a diversified team. Sense of ownership and accountability.

Experiences desired:

• Managed a span of more than 100+ people directly or indirectly.
• Managed Multi-location / multi-Geo teams.
• Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
• Effective people management, Team Building, Leadership, and development skills.
• Skilled at building high performance teams, developing people and creating a shared vision.
• Experience of improving productivity and efficiency in processes. Demonstrates strategic and tactical skills in operational excellence.

Location

Bangalore, India

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.