Service Delivery Manager Realtime Payments

1 mese fa

Milan, Italia Global Blue A tempo pieno

Service Delivery Manager

Realtime Payments Application Support

JOB DESCRIPTION

Position: Service Delivery Manager Realtime Payments

Workload: Permanent, 100% FTE

Unit: GB Technology

Reports to: Head of Service Delivery Payments

Location(s): Vienna, Bratislava, Milan

We are seeking a dynamic and experienced IT Service Delivery Manager to lead our team in delivering Global Blue Realtime Payment services and applications in alignment with industry best practices. In this role, you will manage a distributed team of engineers and work closely with different functions across organization to ensure highest quality of delivery to our Customers. You will have direct impact on the user experience and will be involved in key projects for Global Blue.

OVERVIEW

As the SDM, you will oversee service deployments, incident resolution, and problem management while ensuring adherence to service delivery standards.

Your leadership will be instrumental in optimizing service delivery processes, fostering client relationships, and driving continuous improvement within the team

As the holder of this position, you will:

Lead an international support engineer team specializing in real-time payments and L2 application support Negotiate and set SLAs with both internal and external business stakeholders Lead SLA governance for the Customer portfolio, overseeing incident and problem management processes to ensure timely resolution and alignment with business targets Act as the Single Point of Contact (SPOC) for our internal stakeholders, streamlining escalations for Service Requests and Incidents Maintain a strong relationship with business owners with regular service review meetings Plan and execute a CIP (Continuous Improvement Plan)

This position is a stakeholder facing position. It requires that you manage expectations within the business and ensure IT teams achieve those expectations to a high standard.

The immediate focus is on developing the required methods and practices (incl. quality reporting) for the GB application stacks for your responsible area of Realtime Payment Application Services.

RESPONSIBILITIES

Manage a support engineer team that is spread across multiple time zones and regions Assessment and management of 3rd party vendors that are vital to the services Oversee and ensure operational awareness for related products Cultivate a culture of customer service excellence and proactive communication. Coordinate resolution on major incidents and Lead from time-to-time taskforces to get severe bugs eliminated swiftly Represent operations in Requirements Definition and Capture - ensuring that operational considerations are included in product design Initiating and driving problem management activities to permanently remove incident root causes end-to-end as part of a Continuous Improvement Plan Hold regular service review meetings with business and technology stakeholders Drive strategic initiatives for optimizing service delivery and integration using web services and architecture principles Agree and set process and guidelines for the operational aspects of release management Act as the main link between business, engineering and operations for the sharing of technical knowledge Financial Controlling of Payment Application related budget Ensure high system availability and technical support for critical services, including but not limited to:Currency Exchange ServiceIntegration MiddlewareOmni-channel GatewayCurrency Conversion Processing PlatformCard BIN Management SystemAnalytics PlatformCurrency Reconciliation ModuleMerchant Management & Transactions Portal

REQUIREMENTS

Education and experience:

At least BSc. Degree in IT or computer science or several years of proven experience as technology lead or manager At least 3 years of experience in IT service delivery management or a related role, ideally in real-time transaction processing or financial services environments Experience with load balancers, high available configurations, and networking . Experience in working with distributed teams in a global, multicultural environment Experience with analytical tools (Splunk, Excel etc.) Excellent communication skills in English (both oral and written)

Personal qualifications:

Detail oriented with strong analytical skills Strong organizational skills and the ability to prioritize Solid project management skills Good presentation and negotiation skills Good client-facing skills, inquisitive and engaging personality Capability to deal with uncertainty in agile and frequent changing set-ups ITIL certification is a plus

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