Service Delivery Manager - Payments Industry

Global Payments Inc.; Puebla de Zaragoza; Presencial; MXN 537,000 - 896,000; Jornada completa

Descripción de la vacante

A leading payments technology company is seeking a Service Delivery Manager in Puebla, Mexico. This role involves managing multiple clients and their production services, implementing service improvement plans, and conducting regular reviews. Candidates should possess a Bachelor's Degree, strong client-facing experience, and fluent Spanish with advanced English skills. Join a Fortune 500 company and contribute to our growth in Latin America and the Caribbean.

Formación

• Experience in client facing roles is crucial.
• Previous management of service providers in operational service delivery.
• Must handle client escalations and major incidents.

Responsabilidades

• Manage multiple clients and their production services.
• Deliver continuous service improvement plans for clients.
• Conduct service reviews and act as a client advocate.

Conocimientos

Client facing experience

Problem solving

Analytical skills

Communication skills

Time management

Client escalations handling

Familiarity with ITIL standards

Fluent Spanish

Advanced English

Educación

Bachelor's Degree

Descripción del empleo

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.

• 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 deliver 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).