Service Delivery Manager - Payments industry at Global Payments

Cuajimalpa de Morelos, Mexico City, Mexico

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Bachelor's Degree
Experience in client facing roles
Experience in the payments/banking industry
Relevant professional experience (ITIL standards ideally) in a client facing environment in delivering excellent levels of customer service
Demonstrable problem solving and analytical skills
Proven ability to communicate and influence individuals at all levels
Excellent time management skills and ability to deliver to deadlines
Proven ability to handle client escalations and major incidents
Familiarity with continuous improvement practices and client satisfaction metrics
Previous experience managing service providers in all aspects of operational service delivery (e.g. performance to all aspects of contractual obligations)
Fluent Spanish
Advanced level of English (Speaking, writing and reading)

Responsible for the holistic management of two to three clients (depending on level of service complexity) and their production services, including any additional associated processing services and products
Develops and delivers continuous service improvement plans and initiatives for clients and their use of Global products or platforms
Discuss root cause analysis to follow action plan implementation
Manages services transition into BAU by working with the relevant business areas via stakeholder management, in the transfer of new clients, products and platforms on go-live
Conducts regular service reviews with allocated clients and partners, acting as a client advocate with multiple internal teams to address any service deficiencies and escalation of partner issues
Acts as client escalation point in the event of need for Severity 1 incidents