Responsibilities
Scope of actions for an experienced SDM:
Client relationships
1. Acts as the main point of contact for clients regarding service delivery.
2. Manages locally in UK project implementation with remote teams in France.
3. Manages client expectations and ensures their satisfaction.
4. Proposes improvements or adjustments based on evolving client needs.
5. Prepares, facilitates, and reports on themittee under their responsibility.
Service delivery coordination
6. Keeps informed and is kept informed of all uing changes/developments on their application
7. Ensures delivered services meet agreed service levels (Service Level Agreements, SLAs) and established processes (CAB, internalmunication, clientmunication, etc.)
8. Supervises daily operations to ensure smooth service delivery.
9. Monitors end-to-end progress of change/production deployment tickets with internal teams or the client
10. Identifies and resolves problems affecting service quality or continuity.
Collaboration with internal teams
11. Works with technical, operational, and sometimesmercial teams to ensure effective coordination.
12. Translates client needs into concrete actions for teams.
13. Provides strategic guidance to improve collaboration and results.
Crisis management
14. Quickly identifies critical issues or service interruptions.
15. Coordinates corrective actions to minimize impact on clients.
Continuous improvement
16. Proposes innovations to improve services and align them with client needs.
17. Implements client feedback to refine service delivery
Who Are We Looking For
18. Project Management: Planning, monitoring, and execution
19. Written and Oralmunication
20. Resilience: Handling pressure, especially during crises or incidents
21. Negotiation: Ability to manage discussions on SLAs, resources, or priorities with clients and stakeholders
22. Basic Technical Skills
23. Client Relationship and Satisfaction
24. Adaptability: Flexibility in response to changing priorities or client needs
25. Problem-solving: Ability to analyzeplex situations, identify root causes, and implement effective solutions
26. Empathy and Active Listening: Understanding client or stakeholder concerns
27. Leadership: Inspiring trust
28. Data Analysis: Ability to interpret KPIs, produce reports, and identify improvement opportunities
29. Service Management Tools: Jira, ServiceNow, etc.
30. Teamwork (Internal, Cross-functional)
31. ITIL Processes
Shape the evolution.
We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.
Learn more about life at Worldline at jobs.worldline
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.
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Information at a Glance Job ID 300546