Service Manager

Service Manager

Main responsibilities / task

• Working with the management team to prioritize projects and change
• Assist the Project Team to ensure each project meets Operational Acceptance Criteria
• SLA reporting to clients at appropriate frequency
• Regular review and prioritization of client tickets
• Support operations team in resolution of incidents, including any additional communication to clients if applicable
• Documentation of client change requests – including definition of acceptance criteria
• Ensure timely issuing and approval of invoices
• Support documentation for prospects and new clients and for new products for existing programs
• Identify and implement process improvements to benefit the company and clients
• Run regular service reviews with clients (at agreed frequency)
• Responding to client’s operational escalations
• Assisting clients and prospects on product / technical queries

Critical Deliverables:

• Escalation point of contact
• Client business appreciation
• Effective client facing activities including Service Reviews & capacity planning
• Effective working with internal departments
• Resolution & prevention of short-term operational pain points within client group & effective status reporting
• Effective working with external partners & suppliers
• Increase efficiency in operational processes
• Support internal teams with product, technical & operational queries
• Assist Sales team with information for RFPs & client growth opportunities
• Define solutions for new clients based on existing solutions & products, working with Solutions, Product Support / Development team if appropriate
• Working with the Service Management team to continuously improve practices and procedures in the operational environment.

Education and Experience:

• Bachelor's degree in Computer Science, Engineer or a related field. Equivalent combination of education and experience will be considered.

Needed experience for the role

• Experience in a corporate client facing role
• More than 5 years of previous experience with prepaid cards

Competences

• Strong communications skills
• Ability to work in a multicultural and distributed environment
• Ability to analyze data - attention to detail essential