This position is based in Barcelona or Madrid.This is WorldlineWorldline helps businesses of all sizes to 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. 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 OpportunityWorldline's Mobility & e-Transactional Services division provides end-to-end digital transactional services leveraging data and payments for stronger customer engagement. We support our customers' digital transformation by creating innovative solutions and sharing experiences across sectors, focusing on joint business cases. Within MeTS, the OmniChannel Interaction (OI) team develops, integrates, and delivers various means to support our customers in their interactions with their own customers.We are looking for a Service Delivery Manager (SDM) for the OI pillar. The SDM will be responsible for the service delivery of the WL CX Suite solution within a defined scope. They will ensure projects and services are delivered effectively, reliably, and in line with customer expectations, while managing customer relations and optimizing internal processes. The SDM also plays a strategic role during presales phases and is key to customer satisfaction and retention.Day-to-Day ResponsibilitiesScope of actions for an experienced SDM:
Manage client relationships and act as the main point of contact regarding service delivery.Manage local project implementations in Spain with remote teams in France.Manage projects for clients across Europe.Ensure client expectations are met and propose improvements based on evolving needs.Prepare, facilitate, and report on relevant committees.Stay informed about updates and changes related to their applications.Ensure services meet SLAs and follow established processes.Supervise daily operations for smooth service delivery.Monitor progress of change and deployment tickets.Identify and resolve issues affecting service quality or continuity.Collaborate with technical, operational, and commercial teams.Translate client needs into actionable items for teams.Provide strategic guidance to improve collaboration and results.Manage crises by identifying issues quickly, coordinating corrective actions, and communicating transparently.Propose innovations and implement client feedback to improve services.Who Are We Looking ForExperience in project planning, monitoring, and execution.Fluent in Spanish and English;
French is a plus.Resilience and ability to handle pressure.Negotiation skills for SLA and resource discussions.Basic technical skills and knowledge of service management tools (e.G., Jira, ServiceNow).Strong client relationship management and satisfaction focus.Adaptability, problem-solving, empathy, active listening, leadership, and data analysis skills.Familiarity with ITIL processes.At Worldline, you will be at the forefront of the global payments industry, shaping how the world pays and gets paid. Additionally, you will:
Be part of a purpose-driven company recognized among the top 1% of the most sustainable companies worldwide.Work with inspiring colleagues, with opportunities to learn, grow, and advance your career.Enjoy a hybrid work model (3 days in the office, 2 days at home).Access extensive training through platforms like LinkedIn Learning, Percipio, Speex, and CrossKnowledge.Shape The EvolutionWe are pushing the boundaries of payments technology and seek passionate, innovative thinkers to join us. Work with ambitious colleagues from around the world, take on unique challenges, and make a significant societal impact. Our culture, technology, and training opportunities are designed to help you accelerate your career. Join our global team of over 18,000 innovators across 40 countries and help shape the future.Learn more about life at Worldline atWe are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy and medical conditions), sexual orientation, gender identity, age, disability, or any legally protected characteristic.Required Experience:
ManagerKey SkillsIT Experience, Data Center Experience, Problem Management, Network Management, Management Experience, Solaris, Customer Support, ServiceNow, IT Service Management, ITIL, Project Management, Operating SystemsEmployment Type:
Full-TimeExperience:
[Specify years]Vacancy:
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