Service Delivery Lead

**Why Verifone**:
For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

**About the Role**:
The Service Delivery Lead will collaborate with the Account Managers and will lead the delivery of Services to clients. This is a client facing role that ensures positive client satisfaction and maintains the client relationship throughout the service delivery lifecycle. This will be achieved by leading the delivery of services to service level agreements and driving improvement of processes by responding to customer needs through incident management, problem management and service reviews.

**What you'll do**:

- Maintaining key client relationship, first point of contact and liaison
- Major incident management, Escalation, Problem, Change and Release Management
- Accountable for measuring, monitoring, and meeting service level targets
- Accountable for streamlining operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process driven tasks
- Undertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services
- Manage and review service quality to ensure the successful delivery of support services to key client account
- Service the transition of Clients as they are on-boarded or additional services are added or removed
- Play a proactive role in fostering collaboration between Technology Services teams for deployment
- Assist the project coordinator, release manager and the development team in planning and execution of each deployment.
- Participation in continuous service improvement initiatives to drive efficiency and automation through innovation
- Prepare and attend monthly service review meetings with key clients including emergency meetings as required
- Provide regular internal and external reports, on the teams' operations, services levels and other measures as required

**What qualifications will you need to be successful?**:

- Track record in management of Service Delivery / Account Management in a technology based multi customer environment
- Excellent communication skills
- Strong knowledge in Project Management principles
- ITIL Foundation qualification or an in depth understanding of ITIL processes
- A high level of proficiency in Microsoft office suite
- Excellent stakeholder and relationship management experience.
- Strong attention to detail and outstanding analytical and problem-solving skills.
- Experience in Financial Services / Card Payments environments
- Certification in Project Management/Agile is an advantage
- Understanding / in depth knowledge of multiple technologies including JIRA, Confluence, Splunk, ServiceNow will be helpful, but not essential

**Our commitment**:
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.