Service Delivery Manager

3 tygodni temu

Warszawa, Mazovia, Polska Global Payments Pełny etat

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Accountable for the identification, development and delivery of Continual Service Improvement plans and initiatives to reduce operational costs and enhance operational efficiencies. Oversees the operational model across multiple Third Party Providers to ensure alignment to non-functional requirements across Business As Usual (BAU) service provision, partner contract renewal, and new third-party contracts. Responsible for BAU Operational and Transition Readiness of significant events, including new client conversions, new products and services, and decommissioning of existing products. Ensures all aspects of processing service are provided as required by the client contract to achieve Service Level Agreements (SLAs) and production processing and contractual obligations are met within a regulatory framework.

What Part Will You Play?

  • Responsible for ensuring that services or products are delivered to customers efficiently and effectively. Tracks partner service-level performance to ensure service level agreements (SLAs) are met and proactively identify ways of continuously improving service to exceed client expectations.
  • Acts as a liaison between the organization and our client and as the escalation point in the event of need for Severity 1 incidents.
  • Performs MI analysis and incident management. Conducts root cause analysis to develop 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.
  • Performs billing reconciliations to ensure accuracy in vendor and customer billing.
  • Assist in conducting Quarterly Business Reviews with vendors to ensure they are meeting service and contractual obligations while staying in full compliance with Global Payments' and industry standards.
  • All other relevant business duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

  • Fluent in English (C1)
  • Bachelor's Degree in a Business-related field or three years of experience (customer service, service delivery).
  • Proficiency with Microsoft Excel, Google Sheets, and common business applications.
  • Able to provide excellent customer service and document important details and feedback.
  • Ability to read and understand contracts.

Preferred Qualifications

  • Five years of experience in customer and vendor-facing roles.
  • Experience in Finance, Banking, or Payments industries.
  • Uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibility, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept./peer review).
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Builds on/Maintains external relationships of assigned accounts.

What will you get from us:

  • working in a global environment with international market-focused projects
  • using English language on daily base
  • private medical care
  • onboarding training in first days of work – you will get to know our company better
  • training for employees: with us you will develop your professional and personal potential
  • lunch pass/Pluxee
  • multisport cards at preferential prices
  • possibility to join a group UNUM life insurance
  • fresh fruits every Wednesday and delicious coffee from Praska Palarnia every

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.

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