Service Manager

About Anuvu

For over a decade, our clients in aviation and maritime have used our technology-driven products and services to keep their passengers entertained and connected to the things they love, from anywhere in the world. Brands such as Southwest Airlines, Norwegian Cruise Lines, Cathay Pacific and Celebrity Cruises have trusted us to provide solutions from high-speed broadband internet to movies, television and games.

Our team of global experts take pride in providing clients what they need today while creating a strategic road map for tomorrow through reliable, scalable, and affordable content and connectivity solutions designed to meet the ever-changing technology needs of our clients' passengers and guests.

Be Part of the Movement

Anuvu is embarking on a new chapter with a new story to tell. As one of the leading providers of high-speed connectivity and entertainment solutions for worldwide mobility markets, we deliver what customers need today, while remaining flexible and future-focused.

Role Summary

The Service Manager ensures post-contract success of Anuvu’s in-flight connectivity (IFC) programs by owning all technical service obligations and strengthening Anuvu’s relationships and influence with the airline and program partners. As Anuvu’s lead technical contact for the client, you will build and maintain a successful, long-term partnership.

Location: Istanbul, Turkey

Remote Options: Onsite role (Clients office)

What You’ll Be Doing

• Serve as the airline’s single point of contact for all technical matters, including operations and maintenance support, product support, technical training, reporting, network support, portal management, IFE content loading, upgrades and enhancements, logistics, software integration, passenger billing, aircraft modifications, and program planning.
• Identify, report, and where possible resolve technical and performance issues with the customer’s IFC equipment and service, surfacing improvements before problems arise.
• Continuously analyze system and service performance against KPIs (and beyond), and deliver operational, performance, and usage reports to Anuvu leadership and the customer to drive improvement.
• Manage and report on committed service levels, and lead efforts to improve them.
• Align internal and external resources, including Engineering, Supply Chain, Network Operations Center, Aviation Service Center, and Product Management, to deliver timely, high-quality contract fulfilment.
• Work closely with the Program Manager, Account Manager, and airline staff during installation phases.
• Build Anuvu’s influence with the client and program partners, identify opportunities to increase sales of Anuvu products and services, and propose profitability and operational improvements.
• Partner with the Account Manager, who leads the account and owns day-to-day business, legal, and strategic coordination, to ensure 360-degree customer satisfaction and strong relationships.

Expectations

• Ensure timely, efficient installation, activation, and operation of solutions.
• Build productive relationships with customer representatives across all functional areas, balancing customer and company interests with maturity.
• Keep communications between Anuvu and the customer timely, clear, and complete.
• Schedule and synchronize program requirements and ensure they are completed on time.
• Collaborate with engineering, sales, marketing, product development, and Anuvu, client, and partner personnel to deliver profitable new services and capabilities.
• Participate actively in joint business reviews with the customer.
• Provide periodic and ad hoc reports on the partnership’s business.
• Support new bids and partnerships with program insight, and help prospect and sell to new connectivity customers.

What We’re Looking For

• 7+ years of technical services experience in the airline, in-flight entertainment, avionics, IT, communications service provider, or related industries.
• Proven track record managing aviation and avionics support programs for commercial passenger airlines.
• Expertise in building and managing executive and technical relationships.
• Bachelor’s degree in a technical field, or equivalent aviation industry experience.
• Strong program and project management skills.
• Strong critical thinking, analytical, and planning skills.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Project.
• Business-level fluency in Turkish and English (reading, writing, speaking, presenting, negotiating).
• Fluency in Turkish language and business practices.
• Legal right to work in Turkey, certifiable for entry into the United States.
• A supportive, collaborative mindset.
• Multicultural work experience and experience with Boeing or Airbus programs would be an advantage.

This Might Be the Right Place if You….

• Are a team fit; can help advance ourglobal, inclusive culture
• Are self-starter who likes to roll up your sleeves and take initiativewith minimal direction
• Can think about tomorrow, while getting your work done today
• Are a collaborative teamplayer; primary audience will be internal teams
• Are curious and open to learning and finding new solutions
• Are able to provide and accept feedback in a constructive manner
• Are organized, have strong communication skills, and do whatever it takes to get things done

The Benefits of Working Here

A career with Anuvu is a unique opportunity to grow your knowledge and skills within a casual culture that thrives on collaboration and innovation. In addition to a providing an outstanding work environment, we offer competitive benefits including paid time off, disability and life insurance, flexible scheduling, employee assistance, and more!

Advanced | Agile | Applied

Anuvu is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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