Technical Service Delivery Manager – France & Benelux Lisboa

Technical Service Delivery Manager – France & Benelux
Lisboa
Lisboa, Lisboa, Portugal

Technical Service Delivery Manager – France & Benelux

Apply remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted 30+ Days Ago job requisition id JR08547

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

• The Technical Service Delivery Manager (TDSM) plays a vital role boosting the user experience, ensuring the smooth delivery of
  - notch services that meet and exceed customer demands. The role oversees a multitude of technical and
  - oriented tasks, from tracking to
  - analysis, ultimately remediating operational reliability issues, and leveraging customer satisfaction through balanced and
  - efficient methodologies.
• The TSDM, in collaboration with other teams, will
  - actively monitor and identify patterns that may indicate persistent or correlated issues impacting customers, together with
  -
  - date knowledge of the latest technology needs and trends, helping to improve the quality of services provided.
• The 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.
• This role embraces both administrative and technical orientation and is therefore best suited for highly skilled and
  - working individuals, who possess superb leadership and interpersonal skills, and are passionate about delivering
  -
  - end
  - driven solutions.
• Monitor and highlight all types of products/platforms and
  - related events in advance, subject to service impact or deterioration of customer solutions, securing optimal service delivery.
• Maintain high performance levels for
  - 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 postmortem technical service reviews, accomplishing high performance
  - demand.
• Rigorously ensure that systems, procedures, and methodologies of work are in place to support outstanding service delivery levels, setting future optimization strategies.
• Develop 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 outcome actions, and ensuring these are implemented on time for service delivery improvements.
• Carry out regular incident and activity reports analyses, suggesting key areas of improvement for customers.
• Provide accurate and regular reports to executive teams on company performance linked to all technical/service-related instances.
• Build strong relationships with teams and stakeholders to enable effective communication between departments.
• Manage all
  - major service/technical escalations, in collaboration with area/regional IT directors and delegates, supporting the Planet key account team to strengthen business relations with customers.
• Collaborate with technical design/product teams on different requests, seeking and establishing standards for software, hardware, and security operations.
• Participate in business requests, with a view to prepare technical RFP, RFO, RFQ.
• Become the
  - to person for all technical/service KPIs review and mechanism of SLA penalties calculation, metrics between internal service provisioning and external contracts signed.
• Act as the service/change management playmaker, syncing between external customers and internal teams on sensitive operational changes (e. g. , SOW, SW or HW updates, new dev work).

Who you are:

• Exceptional
  - facing skills, solid resource planning and
  - solving skills.
• Proficiency in leading both physical and virtual teams with operational ability in a diverse,
  - 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 an 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
  - 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:

• Experience managing service and/or operational level agreements – RFPs.
• 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).
• Experience managing service and/or operational level agreements with strong customer service, interpersonal, and active listening skills.
• A high standard of written and spoken French & English and attention to detail.
• Minimum five years’ experience in a similar role, or other related roles such as Head of Operations.

Why Planet:

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,
- paced technology market, with a business that delivers
- good connected commerce. We would love to hear from you – Apply now.