Service Delivery Manager (m/f/d)

at  Nexi Group

WHY JOIN US IN 2024?

Think of the digital tools we use daily - from virtual shopping to contactless payments. They’re shaping our future. Join us to influence the future of digital banking in an innovative environment. With our global merger, the opportunities for personal growth and collaboration are immense.

If you join us in the role as Service Delivery Manager, this is what you can expect from us:

• Attractive salary and an overall competitive package
• Well-structured training for the job and constant support from your manager
• Hybrid way of working
• Flexible work hours
• Home equipment allowance
• Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription)
• Voluntary pension fund (company-sponsored retirement plan or pension)
• Referral bonuses for recommending new team members to join the company

ABOUT YOUR FUTURE ROLE

You will join our DACH Service Delivery Team in Eschborn (Frankfurt a.M.) , where your main responsibility is to support Banks in Germany and in the Nordics countries. Your first and foremost responsibility, is to make sure that Nexi delivers what has been contractual agreed and be overall operational responsible for the clients assigned. You will be part of an ambitious Service Delivery team, located in 7 different countries in Europe, where ambitions, strong communication skills, teamwork and curiosity are the keywords!

Your key responsibilities in this role will be:

• Operational responsible for the day-to-day relationship with international Banks
• Acting as primary customer facing representative
• 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 KAM
• Handle boundary issues related to existing SLA (i.e. what included/not included in service)
• Execute projects which improve collaboration and customer experience
• Responsible for ‘Small orders’ revenue covering ‘Changes’ and ‘Service Request’.
• Arrange and execute meetings with the line organization to ensure focus/escalation on backlog of Incidents, Problem, Changes and Service Request

If you join us in the role as Service Delivery Manager, this is what you can expect from us:

• Attractive salary and an overall competitive package
• Well-structured training for the job and constant support from your manager
• Hybrid way of working
• Flexible work hours
• Home equipment allowance
• Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription)
• Voluntary pension fund (company-sponsored retirement plan or pension)
• Referral bonuses for recommending new team members to join the compan

Qualifications needed to be successful in this role:

• 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 .
• Strong communication skills in both English and Germa