Service Manager

Title:
Service Manager
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity
We have many hardworking and dedicated peers that would love for you to work with them. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. If you are a highly skilled Service Manager who has a creative mind and passionate about delivering, then get ready to join our company!

Day-to-Day Responsibilities:

Service

• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build a sense of trust with customers and serve as their advocate from Worldline
• You to ensure that services are delivered in line with Service Description and all Service Level targets are achieved.
• Monitor and ensure adherence of the overall SLA on delivery from Vendor to customer.
• You focus on our customers, their key business issues and how to provide added customer value with consultancy
• Work with Senior Service Manager to builds an action plan for improving the Customer Satisfaction Surveys if needed;
• Ensure all reporting are prepared and sent on timely manner
• Working and communicating with Senior Service Manager to ensure the relevant services top off activities are being managed.
• Tracking and reporting on key process metrics, to ensure key partners are able to monitor the success of the Service Review Process and make informed, strategic decisions where appropriate
• Working with other teams and Team Leaders to ensure cohesion within unit and work flow progression;
• Ensure all reporting are prepared and sent on timely manner
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

Incident & Problem Management

• Take lead & Manage all Major incident
• Handling escalation, query phone calls and e-mails from customers regarding operational & technical issues related to hardware, software, and network.
• Monitor and update customer on the status of high severity incident during problem solving stage.
• Coordinate investigations of incident, respond to customers by mail, call and other instant tools by engage in application and technical support teams
• Follow up with post incident reviews and incident report to clients.
• Managing & tracking all aspect of SLA incidents and escalation
• Monitor and update customer on the status of high severity incident during problem solving stage. Follow up with post incident reviews and incident report to clients.
• Managing & tracking all aspect of SLA incidents and escalation; and escalate at appropriate timing.

Change Management

• Track and monitor medium to high complexity Change Request end to end
• Deliver key portfolio updates and help our customers successfully implement system changes and upgrades
• Manage customer use cases and maintain clear and concise case documentation
• To take up the role of project coordinator when required, which includes Project progress update & reporting to team & management; create project plans including setting targets for milestones, adhering to deadlines and assisting with the definition of project scope and goals
• To take up any additional task related to projects
• Monitoring of efforts (mandays) consumed toward purchased allotments/allocations
• Interpersonal skills and ability to oversee changes in a project management manner - a structured workflow, appropriate follow up of tasks, on time delivery and risk management;
• Learn and understand customers’ technical infrastructures and environments, hardware, and business

Procurement & Vendor Management

• Work with Procurement Team to ensure the deliverables meet project timeline.
• Work hand in Hand in Hand with WL Vendors to ensure deliverables are as per SLA & contract.

Act as the SPOC to customers and stakeholders in ensuring complete resolution of all issues – including vendor management

What We Are Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• 5+ years of experience working in a customer support, service delivery manager, technical delivery manager
• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
• Outstanding written and verbal communication skills; ability to convey complex information to customers clearly and concisely
• Ability to manage multiple issues and projects with a focus on detail
• Working knowledge of IT infrastructure and application in banking industry
• Working knowledge of ISO27001, Information Security, PCI-DSS compliance or equivalent Bank internal process
• Tracked record hands-on skills in incident management and change management
• Familiar with SDLC(Software Development Life Cycle) and the process to handle SR/CR from customer
• Develop relationships with customers and focus on renewing customers contracts and upselling additional services
• Knowledge and understanding of system management, cloud, or server virtualization is a plus
• Bachelor's degree in a Information Technology discipline, preferably computer science

Specific Skills / Experience Required

• Proficient Service Management experience – Customer Service manager / Supervisor
• Proficient in project management techniques and methodologies
• Must have some experience in managing projects
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group; developers, product owners, subject matter experts, Clients & all stakeholders
• Excellent negotiation skills and conflict resolution skills
• Must be able to manage meetings or presentations at a Senior Management / CXO level

• Well develop teamwork skills with a calm and reasonable approach to managing conflict.
• Well-developed analytical and trouble-shooting skills
• Proficient in Chinese Language - read & write

At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Flexible leaves, Birthday Leave plus more

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, 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. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.