Service Delivery Manager - Payments industry at Global Payments

Cuajimalpa de Morelos, Mexico City, Mexico

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

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)

Responsibilities

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

Skills

Key technologies and capabilities for this role

Service DeliveryClient ManagementRoot Cause AnalysisStakeholder ManagementService TransitionIncident ManagementService ReviewsContinuous Improvement

Questions & Answers

Common questions about this position

What is the location for this Service Delivery Manager role?

The position is based in Mexico as part of the team's growth in Latin America & The Caribbean.

What language skills are required for this position?

Fluent Spanish and advanced level of English (speaking, writing, and reading) are required.

What experience is needed for the Service Delivery Manager role?

A Bachelor's Degree, experience in client-facing roles, payments/banking industry experience, ITIL standards ideally, problem-solving skills, and ability to handle client escalations are required.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Service Delivery Manager position?

Candidates with payments industry experience, client-facing expertise, ITIL knowledge, strong problem-solving and communication skills, and fluency in Spanish and advanced English will stand out.