Service Delivery Manager

Take a step forward and let Edenred surprise you.

Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.

We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.

Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.

Revolutionize B2B Payments with Edenred Pay USA

Join our team and be part of a company thats transforming the way businesses pay and get paid.

At Edenred Pay USA were leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives.

As part of the global Edenred family we offer a dynamic and inclusive work environment a commitment to employee well-being and professional growth and opportunities to drive innovation in the payment industry.

Why Join Us

: We offer 100% company-paid medical coverage for employee-only plans life insurance AD&D insurance and long-term and short-term disability.

: Dental Vision Critical Illness Hospital Indemnity Flexible Spending Account and Accident.

: Take advantage of our 401K plan with a generous employer match of up to 5%.

If youre passionate about innovation and want to make a meaningful impact join us at Edenred Pay USA.

Job Summary:

The Service Delivery Manager is responsible for successfully onboarding new clients and ensuring seamless deployment of our SaaS platform within their organizations. This role requires a unique blend of project management expertise financial services industry knowledge and technical proficiency to guide clients from contract signing to go-live.

In addition to non-standard implementations for new clients the Service Delivery Manager will also partner with existing clients interested in pursuing non-standard configurations of the platform ensuring that these specialized deployments are delivered securely efficiently and in alignment with business objectives. These non-standard implementations should not put Edenred at risk; therefore all proposals will undergo a thorough risk assessment and require approval from the relevant security and compliance teams before implementation.

The Service Delivery Manager will develop and maintain standardized playbooks for non-standard implementations capturing best practices lessons learned and repeatable processes ensuring consistency scalability and long-term success across all client deployments.

This role will serve as the primary point of contact for clients throughout the implementation lifecycle building trust managing timelines aligning resources and ensuring that business objectives are met.

Supervisory Responsibilities:

• No direct reports cross-functional matrix team management
• Mentorship and guidance of project teams as needed to continuously refine existing practices
• Serve as the primary non-standard implementation specialist within the team

Essential Functions: Duties and Responsibilities

• Drive Non-Standard Client Deployments: Collaborate with existing and new clients seeking tailored or expanded use of the Edenred platform including non-standard workflows advanced integrations or customer configurations.
• Lead Client Onboarding & Implementation: Manage the end-to-end implementation process for new and existing clients from kickoff through go-live and post-launch transition to Customer Success.
• Project Planning & Execution: Develop and maintain detailed project plans define success criteria manage deliverables and ensure alignment with client goals and compliance requirements.
• Stakeholder Management: Serve as the primary liaison between clients internal teams (Product Engineering Customer Success Compliance etc.) and third-party vendors.
• Platform Configuration & Testing: Oversee platform setup customization data migration and UAT (User Acceptance Testing) ensuring the solution meets client specifications.
• Risk & Issue Management: Proactively identify and address potential risks scope changes or blockers communicating updates to internal and external stakeholders.
• Client Training & Enablement: Coordinate training sessions and develop user documentation to facilitate smooth adoption.
• Continuous Improvement: Gather client feedback and collaborate with Product and Engineering teams to improve implementation processes and platform features.
• Develop Implementation Playbooks: Create maintain and refine detailed playbooks (which may include templates and frameworks) for non-standard implementations of the Edenred Product(s) to drive consistent high-quality implementations.
• Standardize Best Practices: Document and operationalize repeatable processes for non-standard client deployments.
• Knowledge Sharing: Train and mentor internal teams on playbook use ensuring alignment across all client-facing teams.

Required Skills/Abilities:

• A minimum of 5 years of experience in SaaS implementation project management or professional servicespreferably in financial services or fintech.
• Strong understanding of financial services workflows compliance considerations and data security best practices.
• Proven ability to manage multiple (5-6) concurrent projects with new or existing customers which need cross-functional collaboration and expertise.
• Excellent communication presentation and relationship-building skills.
• Proficiency in project management tools (e.g. Jira Asana Smartsheet) and CRM systems (e.g. Salesforce).
• Knowledge of Waterfall and Scrum Methodologies.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelors degree in business Finance Information Technology or related field (or equivalent combination of education and experience).
• Certified Scrum Master (preferred).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing sitting reaching manual dexterity to operate office machines stooping bending to handle files and supplies and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

EEO Statement:

The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process contact

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