Candidates

Description

We are looking for Service Delivery Manager on a permanent basis based in London. If you are interested in this role or require further information please apply.

A growing fintech company headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 20 million transactions in 13 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

Our values are:

• Trust and be trustworthy.
• Embrace challenge.
• Solve problems, together.
• Deliver with speed and agility.
• Be candid and kind.

About the opportunity:

We’re looking for a hands-on Service Delivery Manager to ensure the service desk meets or exceeds its SLAs, contributing to company objectives by providing excellent customer service and minimising the impact of incidents and service disruptions on customers. This role is suitable for a technical individual who is looking to grow their existing team leadership skills.

Reporting to the Global Head of Operations, the hands-on Service Delivery Manager will:

• Assist in setting the strategic direction for the service delivery team, developing and implementing service delivery strategies and aligning them with the company’s overall goals.
• Manage the day-to-day operations of the service desk.
• Develop, implement, and continuously improve service desk processes and procedures, with a focus on increased automation and tooling.
• Manage and develop the service desk team, currently a small team of L1 and L2 analysts.
• Monitor and track the performance of the service desk.
• Understand complex technical challenges and collaborate internally and externally to resolve.
• Work with other teams to resolve incidents and service disruptions.
• Manage SLAs and ensure that services meet customer expectations.
• Participate in the design and implementation of monitoring and alerting systems.
• Monitor for and respond to incidents and service disruptions.
• Analyse monitoring data to identify trends and patterns.
• Continuously improve the monitoring and alerting capabilities of the service desk.

Requirements

Ideally, you’ll have:

• 3-5 years experience as a senior support analyst or team leader working in a complex IT support role, ideally in a cloud-based transactional management environment such as financial systems.
• Experience with monitoring and alerting of environments using multiple micro-services, APIs, databases and messaging systems hosted in a secure cloud based environment.
• Possess a proven track record of leading and managing a small team of support analysts, effectively delegating tasks, providing ongoing training and support, and fostering a collaborative and productive team environment.
• Experience collaboratively solving problems with multiple stakeholders via a a variety of interfaces to customers, merchants, devices and payment gateways.
• Demonstrated expertise in measuring and analysing service delivery performance to identify areas for improvement. 
• Proven ability to lead and implement process improvement initiatives, driving continuous improvement in service delivery efficiency and effectiveness.
• ITIL certification (highly desirable.)
• A Bachelor’s degree in a related field, such as Business Administration, Information Systems, or Computer Science (preferred but not required.)

Our recruitment process:

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve! Ultimately, being part of our small but mighty team means you’ll have the opportunity to learn about micro payments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product road map and help scale our platform as we continue to expand across the globe.

Benefits

We love to look after our people. You’ll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work. You’ll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively.
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments – our talent management provider that facilitates continuous professional development.
• A variety of flexible leave options (including annual, personal, volunteer, parental, grand parental, gender affirmation, and more.)
• A company-wide paid day off.
• Flexible (hybrid) working conditions.
• Health insurance via our provider Vitality.
• UK pension additional contribution split.
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP programme (Australia.)
• Our generous employee referral programme.
• Mid-year, quarterly, and end-of-year corporate and team events and workshops.
• A work from home remote set up allowance.
• Short-term remote working arrangements.
• International travel opportunities (dependent on role.)

You’ll be part of an inclusive and diverse team who celebrates the differences and unique gifts we each bring to work, and be able to take up the numerous other benefits including having access to the eclectic and vibrant culture that Shoreditch is known for.