PagoNxt Getnet
Location
Boadilla del Monte, Comunidad de Madrid | Spain
Job description
THE ROLE
As a Service Manager, your main responsibilities will be:
- Be a key actor in the implementation of our strategy across all services for a defined Client, managed by our CSO team. This comprises of three main activities: o Introduction to Service: understand the business service to be provided to our client, how this works functionally, what technical pieces it uses in our platform and what interfaces are used. This knowledge needs to be translated into all IT Ops teams to ensure the service operation.
- Service review: capture the relevant events (SLAs delivery, incidents, changes and service openings) to build and analyze periodic reports and assist our CSO team to communicate to the final client and on defining and implementing improvement plans.
- Act as an escalation point between IT Ops, CSO and final client as required. Despite 24x7 coverage is not part of Service Manager duty, it may be required to assist on major events.
- Client, CSO Product, Platform, Engineering, Operations and Governance areas are frequent points of contact that need to be managed to ensure collaboration with IT Ops. From our side, we aim for transparency, teamwork and customer focus.
EXPERIENCE
- We are looking for an experienced service manager (+5 years experience), skilled in relationship management, with provable experience in incident triage, impact assessment, tech team coordination, escalation comms, etc.
- An interest in contract and SLA definition and management is essential for this position. Learning by doing and not being afraid to make mistakes, while delivering usable solutions, will make you successful in this job.
- Knowledge of areas of the Financial Industry will be a plus, preferably in the Payments area
SKILLS & KNOWLEDGE
- Excellent team player.
- Influencing others with and without formal authority.
- Well-structured and organized.
- Establish course of actions for self and others to ensure that work is completed with the triple constraint of quality, time and cost.
- Ability to prioritize and focus on the most important issues at hand.
- Ability to master complexity by a structured breakdown.
- Understanding of abstract concepts and structured models and ability to apply them in imperfect reality.
- Proactivity and drive for continuous improvement.
- Strong analytical, communication and presentation skills, with excellent English, both written and spoken.
- Systems or Computing Engineering, Maths, Physics, Economics, Business Administration or similar.
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