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SERVICE DELIVERY MANAGER UK
This is Worldline.
Worldline helps businesses of all sizes to accelerate their growth journey—quickly, simply, and securely. We are innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. We are committed to helping our people accelerate their careers and shape the evolution of payments.
The Opportunity
Worldline MTS provides end-to-end digital transactional services leveraging data and payments for stronger customer engagement. We support our customers' digital transformation with innovative solutions, drawing on experience across sectors and creating joint business cases. Inside MTS, the OmniChannel Interaction (OI) team develops, integrates, and delivers solutions to enhance customer interactions.
We are looking for a Service Delivery Manager (SDM) for the OI pillar. The SDM will be responsible for service delivery within a defined scope, ensuring projects and services are delivered effectively, reliably, and meet customer expectations while managing customer relations and internal processes. The SDM plays a strategic role in customer satisfaction and retention.
Day-to-Day Responsibilities
Scope of actions for an experienced SDM:
Client relationships
* Act as the main contact for clients regarding service delivery.
* Manage project implementation locally in the UK with remote teams in France.
* Manage client expectations and ensure satisfaction.
* Propose improvements based on evolving client needs.
* Prepare, facilitate, and report on relevant committees.
Service delivery coordination
* Stay informed about upcoming changes/developments on their applications.
* Ensure services meet SLAs and established processes.
* Supervise daily operations for smooth service delivery.
* Monitor progress of change/deployment tickets with internal teams or clients.
* Identify and resolve issues affecting service quality or continuity.
Collaboration with internal teams
* Coordinate with technical, operational, and commercial teams.
* Translate client needs into actionable items for teams.
* Provide strategic guidance to improve collaboration and results.
Crisis management
* Identify critical issues or service interruptions promptly.
* Coordinate corrective actions to minimize impact.
* Communicate transparently about actions taken.
Continuous improvement
* Propose innovations to enhance services.
* Implement client feedback to refine delivery.
Who Are We Looking For
* Experience in project management: planning, monitoring, execution.
* Excellent written and oral communication skills.
* Resilience and ability to handle pressure.
* Negotiation skills for SLAs, resources, priorities.
* Basic technical skills.
* Strong client relationship management.
* Adaptability to changing priorities.
* Problem-solving skills.
* Empathy and active listening.
* Leadership qualities.
* Data analysis capabilities.
* Experience with service management tools (e.g., Jira, ServiceNow).
* Teamwork and collaboration skills.
* Knowledge of ITIL processes.
Shape the evolution.
Join our journey to push the frontiers of payments technology. We seek passionate individuals with a can-do attitude eager to learn and grow. Work with ambitious colleagues worldwide, take on unique challenges, and make a societal impact. Our empowering culture, advanced technology, and extensive training support your career acceleration. Join over 18,000 innovators across 40+ countries and shape your future.
Learn more about life at Worldline at jobs.worldline.com
We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy), sexual orientation, gender identity, age, disability, or any protected characteristic.
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Information at a Glance
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