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.Be part of our international team, apply today and join our award-winning Fortune 500® company!An exciting new opportunity has arisen for a Service Delivery Manager to join our International Service Delivery team, whether you are located in Cyprus, the UK, Germany, the Netherlands or India.A Service Delivery Manager is accountable for the identification, development and delivery of Continual Service Improvement (CSI) plans and initiatives to increase client satisfaction, reduce operational costs and enhance operational efficiencies. Responsible for BAU service relationship with the processing bank’s service team with regular one to one or group engagement focused on client service outcomes. Responsible for Operational and Transition Readiness of significant events, including new client conversions, new products and services, and decommissioning of existing products. Ensures all aspects of processing service are provided as required by the client contract to achieve Service Level Agreements (SLAs) and production processing and contractual obligations are met within a regulatory framework.Key Responsibilities:Responsible for the holistic management of a number of clients (depending on level of service complexity) and their Global Payments production services, including any additional associated processing services and products.Earn trust, taking full responsibility for meeting the operational needs of each client.Focus on improving individual touch points throughout the organisation, including both internal interactions and processes as well as the customer journey/experience.Identify and work to address challenges with our customer journeys, becoming an operational business partner for assigned clients.Understand client business priorities and work across the entire Global Payments Enterprise to ensure we support those priorities.Builds and develops demonstrably strong client centric service relationships with Global Payments key clients.Develops and delivers continuous service improvement plans and initiatives for clients and their use of Global Payments products or platforms. Conducts root cause analysis to develop action plan implementation.Conducts regular service reviews with allocated clients, acting as a client advocate with multiple internal teams to address any service deficiencies and escalations of service related issues.Acts as a client escalation point.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.Key Requirements:6+ years relevant experience. Experience working in a similar role within the IT/Banking industry would be advantageous.Educated to degree level or experience in lieu of degree.ITIL Foundation – added advantage.ITIL Continual Service Improvement (CSI) / Service Design / Service Transition – added advantage.Strong customer relationship skills - preferably in financial services, working with senior service management contacts.Ability to work under pressure with excellent time management skills in order to meet tight deadlines.Strong organisation and customer service skills and the ability to multitask.Decision making skills in order to resolve issues or make recommendations.Excellent attention to detail together with a proactive approach to problem solving.Ability to work independently.Excellent knowledge of Windows applications: MS Office – Word, Excel.Excellent spoken and written English communication skills.TSYS offers structured career development, supported by training that provides the opportunity to learn and develop.In addition to a competitive salary, you’ll have access to an excellent benefits package, including:Work for a global market leading card processing company with a friendly, professional and growth centric cultureAnnual leave entitlement (number of days depends on location)Health insuranceProvident Fund or Pension scheme, depending on locationFlexible working (hybrid model – part from home, part from office)Regular social events and charitable initiatives to give back to our community.To apply for this position, please visit our website and apply through the online system. All applications will be treated in the strictest confidence.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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
