Technical Service Delivery Manager - MEA

Lisboa, Lisboa, Portugal

Technical Service Delivery Manager - MEA page is loaded Technical Service Delivery Manager - MEA Apply remote type Hybrid locations Lisbon - Portugal time type Full time posted on Posted 5 Days Ago job requisition id JR06907 The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.

Operations :

As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.

You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.

We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.

Role Overview

Technical Service Delivery Manager (TDSM) plays a vital role boosting the user experience, ensuring the smooth delivery of top-notch services that meet and exceed customer demands. The role oversees a multitude of technical and service-oriented tasks, from tracking, to cross-analysis, into ultimate remediation of operational reliability issues, case-hardened on a reliable, well established, and seamless delivery, leveraging customers satisfaction through balanced and cost-efficient methodologies

TSDM, in collaboration with other teams, will pro-actively monitor and identify patterns, which may indicate persistent or co-related issues, with a service impact to customers, together with up-to-date knowledge of the latest technology needs/trends, helping to improve the quality of services provided

TSDM is required to establish, maintain, and creatively develop an excellent relationship with customers and other stakeholders, leading to a convincing reliability level in our services and platforms

TSDM role embraces both administrative and technical orientation and is therefore best suited for highly skilled and hard-working individuals, who possess superb leadership and interpersonal skills, and are passionate about delivering end-to-end customer-driven solutions

Monitor and highlight all types of products/platforms and support related events in advance, subject to service impact or deterioration of customers solutions, securing an optimal service delivery

Maintain high performance levels for service-related processes, deploying improvement campaigns, as necessary

Taking full ownership of critical incidents, coordinating with multiple parties, and establishing effective communication between stakeholders, from beginning until case resolution and post-mortem technical service reviews, accomplishing high performance on-demand

Rigorously ensure that systems, procedures, and methodologies of work, are in place to support outstanding service delivery levels, setting future optimization strategies

Developing a deep understanding of all projects delivered, to gain detailed technical insights on a given SOW, regardless of the setup complexity

What you will do

Offer an extended level of service and technical consultancy, identifying the latest methods for improving and guaranteeing the outcome actions, and ensuring these are implemented on time for service delivery improvements

Carry out regular incident and activities reports analyses, suggesting key areas of improvement for customers

Providing accurate and regular reports to executive teams on company performance, linked to all technical/service-related instances

Building strong relationships with teams and stakeholders to enable effective communication between departments

Manage all mid-major service/technical escalations, in straight collaboration with area/regional IT directors and delegates, back-to-back, supporting the Planet key account team to strengthen the business relations with customers

Collaborate with technical design/product teams on different requests, seeking and establishing standards for software, hardware, and security operation

Participate on business requests, with a view to prepare technical RFP, RFO, RFQ

Become the go-to person for all technical/service KPI´s review and mechanism of SLA penalties calculation, metric between internal service provisioning and external contracts signed

Act as the service/change management play maker, synching between external customer and internal teams on sensitive operational changes (e.g.: SOW, SW or HW updates, new dev work)

Who you are

Exceptional customer-facing skills, solid resource planning and problem-solving skills

Proficiency in leading both physical and virtual teams with operational ability in a diverse, large-scale environment

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Ability to manage and prioritize tasks efficiently with knowledge of data analytics and reporting, with absolute analytical mindset

Solid technical troubleshooting experience (e.g.: NOC, Engineering & ISS)

Solid technical background in Engineering for TCP-IP | Networks (Switching, Routing)

Wide proven experience of remote and on-site technical support

Management experience with network operations or field teams

Familiar with all types of production environments and kinds of hardware assembly and configuration

Solid knowledge of MAN, LAN and MPLS (Layer 2 & Layer 3)

Experience with all types of Wireless Networks (802.11x)

Networks & Wireless Design/Planning experience

What you will need to bring to planet

Proactive attitude

Experience of managing service and/or operational level agreements – RFP´s

BSc/BA in Business, Computer Science, or other relevant/equivalent IT degree

Mastery of ITIL (Information Technology Infrastructure Library) principles or similar

Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)

Excellent teamwork skills

Enthusiastic and a great attitude towards learning

Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills

A high standard of written and spoken English and attention to detail

Minimum five years’ experience on similar role, or other related such as Head of Operations

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now .

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Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.

Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.

With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.

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