Service Delivery Manager - Payments industry

Total System Services; Ciudad de México; Presencial; MXN 1,102,000 - 1,471,000; Jornada completa

Descripción de la vacante

A leading provider of payment solutions is seeking a Service Delivery Manager in Mexico. This role involves managing multiple client services, developing service improvement plans, and acting as the escalation point for client incidents. Candidates must have a Bachelor's Degree, experience in client-facing roles in the payments industry, strong problem-solving skills, and fluency in Spanish and English.

Formación

• Experience in client facing roles.
• Experience in the payments/banking industry.
• Demonstrable problem solving and analytical skills.
• Proven ability to communicate and influence individuals at all levels.
• Familiarity with continuous improvement practices and client satisfaction metrics.
• Previous experience managing service providers in operational service delivery.

Responsabilidades

• Manage two to three clients and their production services.
• Develop continuous service improvement plans and initiatives.
• Conduct regular service reviews with allocated clients.
• Act as client escalation point for Severity 1 incidents.

Conocimientos

Client relationship management

Problem solving

Analytical skills

Time management

Communication skills

Incident management

Fluent Spanish

Advanced English

Educación

Bachelor's Degree

Descripción del empleo

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.

TSYS, a Global Payments company, is the payment stack for the future and operating in more than 75 countries around the world, we process billions of card transactions each year.

We are looking for a Service Delivery Manager to be part of our team in Mexico, so if you are pursuing professional development and would like to be part of our amazing growth in Latin America & The Caribbean, apply today and join our award-winning Fortune 500 company!

What Part Will You Play?

• Responsible for the holistic management of two to three clients (depending on level of service complexity) and their production services, including any additional associated processing services and products.
• Develops and delivers continuous service improvement plans and initiatives for clients and their use of Global products or platforms. Discuss root cause analysis to follow 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.
• Acts as client escalation point in the event of need for Severity 1 incidents.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Experience in client facing roles.
• Experience in the payments/banking industry.
• Relevant professional experience (ITIL standards ideally) in a client facing environment in delivering excellent levels of customer service.
• Demonstrable problem solving and analytical skills.
• Proven ability to communicate and influence individuals at all levels.
• Excellent time management skills and ability to delivery to deadlines.
• Proven ability to handle client escalations and major incidents
• Familiarity with continuous improvement practices and client satisfaction metrics.
• Previous experience managing service providers in all aspects of operational service delivery (e.g. performance to all aspects of contractual obligations).
• Fluent Spanish
• Advanced level of English (Speaking, writing and reading).

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.