Head of Technical Client Services & SLA Excellence

Global Payments; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Global Payments is seeking a leader for the technical client services team in Mexico City. You will oversee the team that provides technical support to clients, ensuring issues are resolved in line with contractual obligations and SLAs. You will work with Technical and Account Management to craft solutions and protect revenue opportunities.

The role emphasizes cross-functional collaboration, incident management, and process improvements to support client success and business goals.

Formación

• Bachelor's degree required; related field preferred.
• Typically a minimum of 4 years related professional experience.

Responsabilidades

• Manage the technical client service team and ensure service levels meet contractual obligations.
• Define policies and procedures for technical support to clients; act as the primary client contact for issue resolution.
• Partner with Technical and Account Management to develop client solutions and drive revenue opportunities.
• Monitor client performance against SLAs and compile data for control organizations.
• Direct incident management and root cause analysis to restore operations quickly and minimize client impact.
• Collaborate with internal stakeholders to assess changes and impacts on clients and the business.

Educación

Bachelor's Degree

Descripción del empleo

Global Payments is seeking a leader for the technical client services team in Mexico City. You will oversee the team that provides technical support to clients, ensuring issues are resolved in line with contractual obligations and SLAs. You will work with Technical and Account Management to craft solutions and protect revenue opportunities.

The role emphasizes cross-functional collaboration, incident management, and process improvements to support client success and business goals.