Service Delivery Manager – Acquiring, Hospitality, Retail - Apac
CurrentResponsible for making sure that services are being seamlessly delivered to the clients of Global Blue using the GB Payment Solutions in the Acquiring, Financial Institutions, Hospitality and Retail sectors within the APAC region. Working closely with different functions across the GB organization I act as the bridge between our customers and our internal teams. Resolving customer enquires within the required SLA, I provide direct impact on the customer experience and their integration with the Global Blue Payments Platforms.Main duties and responsibilities • Measure and improve the end-to-end performance of Global Blue’s payment related services against agreed Service Level Agreements and business targets • Analyse the partnerships, technologies, and general ecosystem and try to fit it into GB capabilities and strategy for new markets. • Negotiate SLAs with Customers as required, resolving requests and incidents within SLA • Manage a team responsible for Implementation of Global Blue Payment solutions, providing 2nd level support for the assigned IT services. • Initiating and driving problem management activities in order to permanently remove incident root causes • Cooperating with customers and internal departments who act as additional 3rd level support • Provide support in projects, in particular when entering new markets • Participate in and facilitate end to end testing as part of release deployment • Maintaining effective communication channels with all parties involved • Troubleshoot payment systems across hotel and retail systems, along with payment gateways • Continuously review and update relevant processes as part of Continual Improvement Process
