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Service Delivery Manager (US)

2 weeks, 6 days ago
United States
Full-time
Senior
Program Manager
Project and Program Management
AWS Figma Java JavaScript Kibana OpsGenie Power BI Prometheus Python React Salesforce SQL Tableau Zabbix
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Entersekt

Entersekt

Entersekt is a pioneer in secure transaction authentication for financial institutions, offering innovative solutions that protect millions of transactions daily and drive revenue growth.

Diversified Financial Services
51-250
Founded 2008
View All Jobs 11

Description

  • Serve as the primary point of contact for clients and manage client expectations.
  • Conduct regular service reviews, report on product performance, and address client concerns.
  • Monitor client satisfaction, handle complaints, and proactively resolve issues.
  • Track SLAs and KPIs, report deviations, and drive continuous service improvement.
  • Oversee incident and problem management, including client communication during disruptions.
  • Coordinate root cause analysis sessions and implement improvement plans to prevent recurrence.
  • Liaise with business, product, development, engineering, and hosting teams to support rollouts and resolve technical escalations.
  • Oversee change management for product updates and service changes, including post-implementation support.
  • Develop, document, and maintain service delivery processes, SOPs, and automation opportunities.
  • Provide executive updates, create dashboards and reports, and ensure smooth handover of new implementations into operations.
  • Support contract renewals, service negotiations, and client growth initiatives with account management and sales teams.

Requirements

  • Bachelor's degree or equivalent.
  • 5+ years of experience managing client relationships in a Service Delivery Manager or similar role.
  • Experience with contract negotiation, performance evaluation, and issue resolution.
  • Extensive experience developing, negotiating, and managing SLAs.
  • Strong experience managing and resolving incidents and problems involving clients or third-party services.
  • Deep understanding of service management principles and frameworks such as ITIL.
  • Project management experience coordinating teams, timelines, and deliverables.
  • Strong verbal communication skills and the ability to influence stakeholders.
  • Experience creating and delivering reports and presentations to clients.
  • Experience with hosted or SaaS offerings, preferably in an AWS environment.
  • Experience in EMV 3-D Secure and card-not-present e-commerce environments is beneficial.
  • Experience with authentication products such as In-App Auth, Fido, and NIUSSD is beneficial.
  • Experience supporting mobile applications and SDKs for clients is beneficial.
  • Salesforce experience is beneficial.
  • Experience with reporting tools such as PowerBI or Tableau.
  • Experience with monitoring and fault-finding tools such as Opsgenie, Prometheus, Kibana, and Zabbix.
  • Experience accessing and manipulating data using SQL or Python is beneficial.

Benefits

  • Flexible hours and remote work.
  • Plenty of growth opportunities.
  • Exposure to cutting-edge technology.
  • Opportunity to work with colleagues who are leaders in their fields.
  • Inclusive and diverse workplace commitment.
  • Quick and seamless hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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