Service Delivery Manager – SA

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Entersekt

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

💳 Fintech

🏦 Banking

💰 Venture Round on 2022-06

Security • Fintech • Banking

Entersekt is a global leader in authentication and fraud prevention solutions for the financial services sector. Their patented Context Aware™ Authentication technology positions them as an industry pioneer in providing secure and seamless digital banking and payment experiences. Entersekt's platform is integrated with multiple banking channels, offering 3-D Secure payments and regulatory compliance solutions to financial institutions, including banks and payment processors across the United States, Europe, and Africa. With a commitment to reducing fraud and friction in financial transactions, Entersekt delivers cutting-edge security measures to protect against threats while enhancing user experience.

📋 Description

• Act as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance. • Monitor delivery quality, resolve issues, and implement improvements at both operational and product levels. • Build trust within the client’s organisation through proactive communication and governance. • Manage client expectations and ensure alignment with service offerings. • Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns. • Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience. • Develop and track that all services meet agreed SLAs and KPIs, reporting any deviations to clients and management. • Identify opportunities for process improvements and implement changes to enhance service delivery quality. • Regularly monitor, analyse, and report on service delivery metrics. • Drive and contribute in compliance requirements and questionnaires raised by clients. • Support contract renewals, negotiating service terms. • Coordinate and oversee the resolution of incidents. • Lead response efforts during service disruptions. • Liaise with business, product and development stakeholders to ensure smooth client product rollouts. • Oversee the implementation of product updates or service changes.

🎯 Requirements

• Bachelor's Degree or equivalent. • 5 Years of experience or more in managing relationships as a SDM or similar role, including contract negotiation, performance evaluation, and issue resolution. (Essential) • Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided meet or exceed agreed-upon standards. • Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential) • Analytical and problem-solving abilities to address service delivery issues and optimise performance. • Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives. • Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential) • Project Management experience to plan, organise, and coordinate teams, timelines, and deliverables. • Strong verbal communication skills and the ability to influence team members and stakeholders. • Experience in creating and delivering reports and presentations to clients. • Experience with Hosted or SaaS offerings preferable in an AWS environment. • Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce environment (beneficial). • Experience in a range of Authentication Products (In-App Auth, Fido, NIUSSD etc.) (beneficial) • Experience in Mobile Application and SDK support to clients (beneficial). • Expertise in Salesforce (beneficial). • Experience in Reporting tools like PowerBI, Tableau or similar. • Experience in Monitoring and Fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix. • Experience accessing and manipulating data using SQL or Python (beneficial).

🏖️ Benefits

• Flexible working hours • Remote work opportunities • Growth opportunities