Technical Service Delivery Manager – France

3 semanas atrás


Lisboa, Portugal Phiture Tempo inteiro

remote type: Onsite
locations: Lisbon - Portugal
time type: Full time
posted on: Posted Yesterday
job requisition id: JR08547

About Us: Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview: The Technical Service Delivery Manager (TSDM) plays a vital role in boosting the user experience, ensuring the smooth delivery of top-notch services that meet and exceed customer demands. The role oversees a multitude of technical and service-oriented tasks, from tracking to cross-analysis, into ultimate remediation of operational reliability issues.The TSDM, in collaboration with other teams, will pro-actively monitor and identify patterns that may indicate persistent or correlated issues, with a service impact to customers, together with up-to-date knowledge of the latest technology needs/trends.The TSDM is required to establish, maintain, and creatively develop an excellent relationship with customers and other stakeholders.The TSDM role embraces both administrative and technical orientation and is therefore best suited for highly skilled individuals who possess superb leadership and interpersonal skills.Monitor and highlight all types of products/platforms and support related events in advance, subject to service impact.Maintain high performance levels for service-related processes, deploying improvement campaigns as necessary.Take full ownership of critical incidents, coordinating with multiple parties, and establishing effective communication between stakeholders until case resolution.Ensure that systems, procedures, and methodologies of work are in place to support outstanding service delivery levels.Develop a deep understanding of all projects delivered, to gain detailed technical insights on a given SOW. What you will do: Offer an extended level of service and technical consultancy, ensuring timely implementation of improvements.Carry out regular incident and activities reports analyses, suggesting key areas of improvement for customers.Provide accurate and regular reports to executive teams on company performance linked to all technical/service-related instances.Build strong relationships with teams and stakeholders to enable effective communication.Manage all mid-major service/technical escalations in collaboration with area/regional IT directors.Collaborate with technical design/product teams on different requests.Participate in business requests, preparing technical RFP, RFO, RFQ.Act as the service/change management playmaker, synchronizing between external customer and internal teams on sensitive operational changes. Who you are: Exceptional customer-facing skills, solid resource planning, and problem-solving skills.Proficiency in leading both physical and virtual teams in a diverse, large-scale environment.In-depth knowledge of escalation procedures and incident management.Ability to manage and prioritize tasks efficiently with knowledge of data analytics and reporting.Solid technical troubleshooting experience (e.g., NOC, Engineering & ISS).Solid technical background in Engineering for TCP-IP | Networks (Switching, Routing).Wide proven experience of remote and on-site technical support.Management experience with network operations or field teams.Familiar with all types of production environments and kinds of hardware assembly.Solid knowledge of MAN, LAN, and MPLS.Experience with all types of Wireless Networks (802.11x).Networks & Wireless Design/Planning experience. What you will need to bring to Planet: Experience of managing service and/or operational level agreements.BSc/BA in Business, Computer Science, or other relevant/equivalent IT degree.Mastery of ITIL principles or similar.Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).Experience managing service and/or operational level agreements with strong customer service skills.A high standard of written and spoken French & English and attention to detail.Minimum five years' experience in a similar role or related position. Why Planet: Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

Company Background: Planet provides integrated software, payment, and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents, we serve customers in over 120 markets.

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