Telematics Platform & Service Delivery Manager

Telematics Platform & Service Delivery Manager
Industry: GPS Tracking | Telematics | Fleet Management | IoT
Employment Type: Full-Time
Seniority Level: Manager / Senior Manager
Required Experience: More than 5 years (minimum 6 years) in the Telematics / GPS Tracking industry.
Job Overview
We are seeking an experienced Telematics Platform & Service Delivery Manager to oversee our GPS tracking and fleet management platform, manage customer requirements, coordinate with our external software development provider, and ensure the quality, reliability, and successful delivery of all platform enhancements and services.
The successful candidate will serve as the main point of coordination between customers, internal teams, senior management, and the software development company.
This role requires strong industry expertise, technical understanding, vendor management experience, quality assurance leadership, and the ability to manage multiple teams and priorities.
This is not a traditional IT Project Manager or Technical Support Manager position. Direct experience in GPS Tracking, Telematics, or Fleet Management is mandatory.
Key Responsibilities
1. Customer Requirements & Business Analysis
* Collect, analyze, document, and prioritize customer requirements.
* Translate customer needs into clear functional specifications, user stories, and acceptance criteria.
* Evaluate new feature requests, enhancements, integrations, and reported issues.
* Coordinate requirements with the software development company and ensure proper implementation.
* Manage customer expectations, priorities, and delivery commitments.
* Provide professional recommendations based on telematics industry knowledge.
2. Software Development Vendor Management
* Act as the primary point of contact with the external software development company.
* Manage development backlogs, feature requests, bug fixes, and enhancement priorities.
* Review development proposals, implementation plans, estimates, and timelines.
* Conduct regular progress meetings and monitor project milestones.
* Ensure software deliverables meet approved functional and technical requirements.
* Identify delays, quality issues, and technical risks, and escalate when necessary.
* Evaluate vendor performance, delivery quality, and adherence to agreed SLAs.
* Maintain clear accountability and documentation for all development activities.
3. Quality Assurance & Software Acceptance
* Lead and supervise the internal QA and testing team.
* Define software acceptance criteria and quality standards.
* Oversee functional testing, integration testing, regression testing, and UAT.
* Verify the accuracy of tracking data, reports, calculations, alerts, and platform functionality.
* Ensure new releases do not negatively affect existing services.
* Review defects, validate fixes, and ensure unresolved issues are properly tracked.
* Coordinate software release readiness, deployment validation, and rollback procedures.
* Formally accept or reject deliverables based on documented requirements and test results.
Software deliverables must be independently tested and verified before being accepted from the development vendor.
4. Telematics Platform Management
* Oversee the functional and operational quality of the GPS tracking platform.
* Ensure reliable real-time tracking, route playback, geofencing, events, and notifications.
* Supervise the accuracy of trip detection, mileage, idle time, speed violations, and fleet reports.
* Understand GPS device communication, connectivity issues, and data transmission.
* Coordinate device and sensor integrations, including fuel, temperature, CAN Bus, and OBD data.
* Manage integrations with external platforms, APIs, and enterprise systems.
* Work closely with technical teams to investigate tracking inconsistencies, data processing issues, and performance problems.
* Contribute to platform scalability, stability, and continuous improvement.
5. Service Operations & Incident Management
* Monitor platform availability, performance, and service reliability.
* Oversee incident management, escalation, and resolution processes.
* Coordinate with the software provider and technical teams to resolve critical issues.
* Ensure Root Cause Analysis (RCA) is performed for recurring incidents.
* Monitor SLA compliance and service delivery performance.
* Identify operational risks and recommend preventive actions.
* Support effective release management and post-deployment monitoring.
6. Team Leadership & Management
* Lead and manage internal teams responsible for technical support, QA, business analysis, and platform operations.
* Assign responsibilities, establish priorities, and monitor performance.
* Develop Standard Operating Procedures (SOPs) and internal workflows.
* Establish team KPIs and performance evaluation processes.
* Provide coaching, training, and professional development.
* Ensure effective coordination between internal departments and external vendors.
* Build a culture of accountability, service quality, and continuous improvement.
7. Reporting & Continuous Improvement
* Prepare regular management reports covering customer requirements, development progress, operational incidents, and service quality.
* Track vendor commitments, delivery delays, outstanding defects, and corrective actions.
* Monitor platform performance, customer satisfaction, and operational KPIs.
* Recommend improvements to platform functionality, internal processes, and customer experience.
* Participate in platform development planning and product roadmap discussions.
Required Qualifications & Experience
Mandatory Requirements:
* More than 5 years (minimum 6 years) of proven professional experience in GPS Tracking, Telematics, or Fleet Management solutions.
* Minimum 3 years of experience leading technical, operational, service delivery, or quality assurance teams.
* Direct experience working with a GPS Tracking Service Provider, Telematics Provider, or Fleet Management Solutions Company.
* Strong knowledge of GPS tracking platforms, fleet operations, tracking devices, and telematics functionalities.
* Proven experience managing external software development vendors or outsourced development teams.
* Experience gathering customer requirements and coordinating software development activities.
* Strong understanding of software QA, UAT, bug tracking, and software acceptance processes.
* Experience managing technical incidents, service delivery, and SLAs.
* Proven team leadership and stakeholder management skills.
* Familiarity with Jira, Azure DevOps, or similar project and issue management tools.
* Strong analytical, organizational, communication, and problem-solving skills.
* Professional English proficiency for technical communication, documentation, and reporting.
Preferred Qualifications
* Experience with Traccar, Wialon, Navixy, GpsGate, or similar telematics platforms.
* Experience managing platforms supporting thousands or tens of thousands of GPS tracking devices.
* Knowledge of Teltonika, Ruptela, and other GPS device manufacturers.
* Understanding of tracking protocols, REST APIs, databases, cloud infrastructure, and system integrations.
* Familiarity with BRD, FRD, SRS, User Stories, and Acceptance Criteria.
* Experience with Agile, Scrum, ITIL, or software release management.
* Experience in logistics, transportation, vehicle rental, or enterprise fleet management.
* Experience with telematics operations and regulatory requirements in Middle Eastern markets.
* PMP, ITIL, ISTQB, or Scrum certifications are considered an advantage.
Key Skills & Attributes
* Strong ownership, accountability, and leadership.
* Ability to challenge technical decisions and evaluate software delivery quality.
* Excellent vendor management and negotiation skills.
* Strong attention to detail and commitment to quality.
* Ability to manage multiple projects and priorities simultaneously.
* Proactive problem-solving and risk management.
* Effective customer communication and relationship management.
* Results-driven approach with a focus on operational excellence.
Key Performance Indicators
* On-time delivery of customer requirements.
* Software quality and acceptance success rate.
* Reduction of production defects and recurring incidents.
* Software vendor performance and SLA compliance.
* Platform availability and operational stability.
* Customer satisfaction and issue resolution efficiency.
* Internal team productivity and service quality.
How to Apply
Interested candidates should submit their CV highlighting:
* Years of experience in the GPS Tracking / Telematics industry.
* Telematics platforms and GPS devices they have worked with.
* Number of vehicles or tracking devices managed.
* Experience coordinating with software development companies.
* Experience managing QA, technical support, or operations teams.
* Ex

Work arrangement
Yes