Nexi Group

Service Delivery Manager

Nexi Group

full-time

Posted on:

Location Type: Hybrid

Location: Eschborn • Germany

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Tech Stack

ITSM

About the role

  • Operational responsible for the day-to-day relationship with international Banks
  • Acting as primary customer facing representative
  • Being key responsible for the day-to-day deliverable to a German Tier 1 bank
  • Participate in a team constellation where roles and responsibilities are clearly defined and agreed
  • Chair and schedule customer operational meetings
  • Maintain customer documentation
  • Fulfilment/delivery of SLA
  • Manage SLA reporting
  • Support the invoicing process
  • Handle customer complaints together with Key Account Manager
  • Handle boundary issues related to existing SLA (i.e. what included/not included in service)
  • Execute internal projects which improve collaboration and customer experience
  • Responsible for handling customer service request/change request, including facilitating creation of the business case, customer approval, follow up and invoicing
  • Arrange and execute meetings with the line organization to ensure focus/escalation on backlog of Incidents, Problem, Changes and service request/change request

Requirements

  • Teamwork and collaboration
  • Excellent communication and organizational maneuvering skillset
  • Strong collaborative skills with customers, vendors and internally
  • Problem-solving attitude, with strong adaptability skills
  • Ability to multitask and fast shift priorities if needed
  • Have worked +3 years with ITSM and ITIL in a customer facing role
  • Speak native German and English fluently
  • Managerial skills to lead and orchestrate delivery of services from multiple teams
  • Has worked as a Service Delivery Manager or Project Manager in Telco, Outsourcing or Payment industry
  • Time management and a structural working approach
  • ITIL foundation or higher certified
  • Project manager, Service manager or Incident manager background
Benefits
  • Attractive salary and a competitive benefits package to reward your expertise and contributions
  • Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
  • Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
  • Grow and develop: Gain hands-on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITSMITILService Delivery ManagementProject ManagementIncident Management
Soft Skills
TeamworkCollaborationCommunicationOrganizational skillsProblem-solvingAdaptabilityMultitaskingTime management
Certifications
ITIL Foundation