Technical Service Delivery Manager
3 semanas atrás
remote type- Onsite- locations- Lisbon - Portugal- time type- Full time- posted on- Posted Today- 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:
- Technical Service Delivery Manager (TDSM) plays a vital role 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, case-hardened on a reliable, well established, and seamless delivery, leveraging customers satisfaction through balanced and cost-efficient methodologies- TSDM, in collaboration with other teams, will pro-actively monitor and identify patterns, which may indicate persistent or co-related issues, with a service impact to customers, together with up-to date knowledge of the latest technology needs/trends, helping to improve the quality of services provided- TSDM is required to establish, maintain, and creatively develop an excellent relationship with customers and other stakeholders, leading to a convincing reliability level in our services and platforms- TSDM role embraces both administrative and technical orientation and is therefore best suited for highly skilled and hard-working individuals, who possess superb leadership and interpersonal skills, and are passionate about delivering end-to-end customer-driven solutions-
- Maintain high performance levels for service-related processes, deploying improvement campaigns, as necessary- Taking full ownership of critical incidents, coordinating with multiple parties, and establishing effective communication between stakeholders, from beginning until case resolution and postmortem technical service reviews, accomplishing high performance on-demand- Rigorously ensure that systems, procedures, and methodologies of work, are in place to support outstanding service delivery levels, setting future optimization strategies- Developing a deep understanding of all projects delivered, to gain detailed technical insights on a given SOW, regardless of the setup complexity
What you will do:
- Offer an extended level of service and technical consultancy, identifying the latest methods for improving and guaranteeing the outcome actions, and ensuring these are implemented on time for service delivery improvements- Carry out regular incident and activities reports analyses, suggesting key areas of improvement for customers- Providing accurate and regular reports to executive teams on company performance, linked to all technical/service-related instances- Building strong relationships with teams and stakeholders to enable effective communication between departments- Manage all mid-major service/technical escalations, in straight collaboration with area/regional IT directors and delegates, back-to-back, supporting the Planet key account team to strengthen the business relations with customers- Collaborate with technical design/product teams on different requests, seeking and establishing standards for software, hardware, and security operation- Participate on business requests, with a view to prepare technical RFP, RFO, RFQ- Become the go-to person for all technical/service KPI´s review and mechanism of SLA penalties calculation, metric between internal service provisioning and external contracts signed- Act as the service/change management play maker, synching between external customer and internal teams on sensitive operational changes (e.g.: SOW, SW or HW updates, new dev work)
Who you are:
- Exceptional customer-facing skills, solid resource planning and problem-solving skills- Proficiency in leading both physical and virtual teams with operational ability in a diverse, large-scale environment- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery- Ability to manage and prioritize tasks efficiently with knowledge of data analytics and reporting, with absolute analytical mindset- 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 technic
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