Solution Operations & Service Strategy Manager_Delta Solution Office(Taipei)

【Who we are】

We are Delta Solution Office (DSO), a corporate team driving Delta's transformation from a hardware-focused company into a provider of integrated hardware and software solutions. We work across Business Groups, IT, service organizations, and regional teams to build scalable solution capabilities and new vertical solution businesses.

【Role Overview】

Delta is expanding from hardware products toward software-enabled and recurring solution businesses. We are looking for a Solution Operations & Service Strategy Manager to help design how these new solutions should be operated, supported, governed, and scaled globally. This is a 0-to-1 role. You will not inherit an established software operations organization; you will help build the operating model and work with Delta's existing IT, Service, BG, and regional organizations to make it real.

【Key Responsibilities】

• Define the operating model for software-enabled and cross-BG solutions.
• Establish service ownership, support tiers, escalation paths, and cross-functional R&R.
• Define standards for SLA, incident, problem, change, release, and lifecycle management.
• Establish service-readiness criteria before new solution launches.
• Recommend software / solution support models that complement Delta's existing hardware service organization.
• Build reusable playbooks, KPIs, governance mechanisms, and operating processes.
• Help shape and eventually lead a future Solution Service & Operations capability.

【Role Requirements】

Required

• 7+ years of experience in SaaS / Software Operations, Solution Operations, Service Strategy, Customer Success Operations, or related roles.
• Experience designing or improving enterprise software operating models.
• Strong knowledge of SLA, incident / problem / change / release management.
• Proven ability to build processes across multiple organizations.
• Strong business and stakeholder-management capability.
• Fluent in English and Chinese.

Preferred

• Experience from leading SaaS, enterprise software, cloud, or digital-solution companies.
• Experience at Siemens, Schneider Electric, or similar industrial-digital companies is a plus.
• Experience building a new operations or service-management function from the ground up.

What Success Looks Like

• Establish a reusable software / solution service operating model.
• Define clear SLA, escalation, incident, release, and lifecycle-management mechanisms.
• Clarify service ownership across BG / IT / Service / Region / Solution teams.
• Create the foundation for a future Solution Service & Operations team.