Service Delivery Manager
Service Delivery Manager
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Job Description
This position is based in Barcelona or Madrid.
ThisisWorldline
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly simply and securely. We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape the evolution.
The Opportunity
WorldlineMobility & e-Transactional services division provides end-to-end digital transactional services leveraging data and payment for a stronger customer engagement. We support our customers digital transformation with the creation of innovative solutions leveraging similar experiences across sectors and committing on joint business cases. Inside MeTS the OmniChannel Interaction (OI) is Customer Relations Specialist developping integrating and delivering all kinds of means to accompagny our customers in their interactions with their onwn customers.
For the OI pilar we are looking for a Service Delivery Manager (SDM). He/she will responsible for service delivery of WL CX Suite solution within a defined scope. SDM is accountable for ensuring that projects and services are delivered and operated effectively reliably and in line with customer expectations while managing customer relations and optimizing internal processes. He also has an important role/participation during presales phases. SDM plays a strategic role in customer satisfaction and retention.
Day-to-Day Responsibilities
Scope of actions for an experienced SDM:
- Client relationships
- Acts as the main point of contact for clients regarding service delivery.
- Manages mainly locally in Spanish projects implementation with remote teams in France.
- Manages projects for other clients based everywhere in European countries
- Manages client expectations and ensures their satisfaction.
- Proposes improvements or adjustments based on evolving client needs.
- Prepares facilitates and reports on the committee under their responsibility
- Service delivery coordination
- Keeps informed and is kept informed of all upcoming changes/developments on their application
- Ensures delivered services meet agreed service levels (Service Level Agreements SLAs) and established processes (CAB internal communication client communication etc.)
- Supervises daily operations to ensure smooth service delivery.
- Monitors end-to-end progress of change/production deployment tickets with internal teams or the client
- Identifies and resolves problems affecting service quality or continuity.
- Collaboration with internal teams
- Works with technical operational and sometimes commercial teams to ensure effective coordination.
- Translates client needs into concrete actions for teams.
- Provides strategic guidance to improve collaboration and results.
- Crisis management
- Quickly identifies critical issues or service interruptions.
- Coordinates corrective actions to minimize impact on clients.
- Communicates transparently about actions taken.
- Continuous improvement
- Proposes innovations to improve services and align them with client needs.
- Implements client feedback to refine service delivery.
Who Are We Looking For
- Project Management: Planning monitoring and execution
- Written and Oral Communication: Spanish and English mandatory French would be an asset
- Resilience: Handling pressure especially during crises or incidents
- Negotiation: Ability to manage discussions on SLAs resources or priorities with clients and stakeholders
- Basic Technical Skills
- Client Relationship and Satisfaction
- Adaptability: Flexibility in response to changing priorities or client needs
- Problem-solving: Ability to analyze complex situations identify root causes and implement effective solutions
- Empathy and Active Listening: Understanding client or stakeholder concerns
- Leadership: Inspiring trust
- Data Analysis: Ability to interpret KPIs produce reports and identify improvement opportunities
- Service Management Tools: Jira ServiceNow etc.
- Teamwork (Internal Cross-functional)
- ITIL Processes
Perks & Benefits
At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:
- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn grow and accelerate your career.
- Enjoy an hybrid model(3 days at the office - 2 at home).
- Enjoy wide range of training through our eLearning platforms (Linkedin Learning Percipio Speex Cross Knowledge).
Shape The Evolution
We are pushing towards the next frontiers of payments technology and we look for big thinkers to join our journey. People with passion can-do attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. And with our empowering culture strong technology and extensive training opportunities we help you accelerate your career. Wherever you decide to go. Join our global team of over 18000 innovators across 40 countries and shape a tomorrow that is yours to own.
Learn more about life at Worldline at
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as an individual with a disability or any applicable legally protected characteristics.
Required Experience:
Manager
Employment Type
Full-Time
