Dolphin Debit, a full-service ATM management company and wholly owned subsidiary of Euronet Worldwide offers a complete suite of ATM management services, from routine maintenance and monitoring cash management and update We are currently looking for a dedicated Service Delivery Manager to join our growing team. In this role, you will be responsible for ensuring the effective delivery of our services to clients while maintaining high levels of customer satisfaction.
The Service Delivery Manager will work closely with cross-functional teams to optimize service delivery processes, address client needs, and enhance compliance with regulatory requirements. This role entails active engagement with clients to manage their expectations and ensure that service agreements are fulfilled.

Key Responsibilities

• Manage service delivery operations and ensure adherence to service level agreements (SLAs).
• Oversee the implementation of new services and enhancements to existing services.
• Collaborate with technical teams to ensure timely resolution of service issues and maintain system performance.
• Perform regular client interactions to monitor satisfaction and address any potential issues.
• Develop and present performance reports to stakeholders, analyzing trends and proposing improvements.
• Drive continuous improvement initiatives to enhance service delivery processes.
• Facilitate training and development of team members to ensure a skilled service delivery team.
• Support regulatory compliance and ensure that all services meet required standards.

REQUIREMENTS

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in service delivery management or a related role within the payments or financial services industry.
• Strong understanding of service level agreements (SLAs) and performance metrics.
• Excellent communication and interpersonal skills to effectively interact with clients and internal teams.
• Proven problem-solving skills and ability to work under pressure.
• Experience in managing service delivery within a global organization is a plus.
• Familiarity with ITIL or similar service management frameworks is advantageous.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Proficient in using service delivery and project management tools and software.
• Experience with Jira, Confluence, and Atlassian.

• Manage service delivery operations and ensure adherence to service level agreements (SLAs).
• Oversee the implementation of new services and enhancements to existing services.
• Collaborate with technical teams to ensure timely resolution of service issues and maintain system performance.
• Perform regular client interactions to monitor satisfaction and address any potential issues.
• Develop and present performance reports to stakeholders, analyzing trends and proposing improvements.
• Drive continuous improvement initiatives to enhance service delivery processes.
• Facilitate training and development of team members to ensure a skilled service delivery team.
• Support regulatory compliance and ensure that all services meet required standards