Worldline helps businesses of all sizes accelerate their growth journey - quickly, simply, and securely. We are 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. We are also committed to helping our people accelerate their careers and shape the evolution of the industry.
The Opportunity
Worldline MTS provides end-to-end digital transactional services leveraging data and payment to enhance customer engagement. We support our customers' digital transformation by creating innovative solutions, sharing experiences across sectors, and developing joint business cases. Within MTS, the OmniChannel Interaction (OI) team focuses on Customer Relations, developing, integrating, and delivering solutions to support our customers' interactions with their own clients.
We are seeking a Service Delivery Manager (SDM) for the OI pillar. The SDM will be responsible for service delivery within a defined scope, ensuring projects and services are delivered effectively, reliably, and in line with customer expectations. The role involves managing customer relations and optimizing internal processes, playing a strategic role in customer satisfaction and retention.
Day-to-Day Responsibilities
* Client Relationships
* Act as the main point of contact for clients regarding service delivery.
* Manage project implementation locally in the UK with remote teams in France.
* Manage client expectations and ensure satisfaction.
* Propose improvements based on evolving client needs.
* Prepare, facilitate, and report on relevant committees.
* Stay informed about changes or developments in client applications.
* Ensure services meet SLAs and established processes.
* Supervise daily operations for smooth service delivery.
* Monitor progress of change/production deployment tickets.
* Identify and resolve issues affecting service quality.
* Internal Collaboration
* Work with technical, operational, and commercial teams to coordinate effectively.
* Translate client needs into actionable items for teams.
* Provide strategic guidance to improve collaboration and results.
* Crisis Management
* Identify critical issues or service interruptions promptly.
* Coordinate corrective actions to minimize impact.
* Communicate transparently about actions taken.
* Implement client feedback to improve services.
Who Are We Looking For?
* Experience in Project Management: planning, monitoring, execution.
* Excellent written and oral communication skills.
* Resilience and ability to handle pressure during crises.
* Negotiation skills for managing SLAs, resources, and priorities.
* Basic technical skills.
* Strong client relationship and satisfaction focus.
* Adaptability to changing priorities.
* Problem-solving capabilities.
* Empathy and active listening skills.
* Leadership qualities to inspire trust.
* Data analysis skills for interpreting KPIs and producing reports.
* Ability to work effectively in teams, including cross-functional collaboration.
* Knowledge of ITIL processes.
At Worldline, you’ll be at the heart of the global payments industry and will have the opportunity to:
* Be part of a purpose-driven company recognized as a top 1% sustainable company worldwide.
* Work with inspiring colleagues and accelerate your career growth.
* Enjoy a hybrid work model (3 days in the office, 2 at home).
* Access extensive training through platforms like LinkedIn Learning, Percipio, Speex, and Cross Knowledge.
Shape The Evolution
We are pushing the frontiers of payments technology and seek passionate, big thinkers to join us. Work with ambitious colleagues globally, face unique challenges, and make a societal impact. Our culture, technology, and training opportunities are designed to help you grow and shape your future. Join over 18,000 innovators across 40+ countries and own your tomorrow.
We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or any protected characteristic.
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