Technical Service Delivery Manager – France & Benelux

Technical Service Delivery Manager – France & Benelux

Technical Service Delivery Manager – France & Benelux

Apply remote type Onsite locations Paris - France time type Full time posted on Posted 2 Days Ago job requisition id JR08547

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

• The Technical Service Delivery Manager (TDSM) plays a vital role in boosting the user experience, ensuring the smooth delivery of top-notch services that meet and exceed customer demands. The role oversees a multitude of technical and service-oriented tasks, from tracking to cross-analysis, and ultimate remediation of operational reliability issues, ensuring a reliable and seamless delivery while leveraging customer satisfaction through balanced and cost-efficient methodologies.

• The TSDM, in collaboration with other teams, will proactively monitor and identify patterns that may indicate persistent or correlated issues impacting services to customers, alongside maintaining up-to-date knowledge of the latest technology needs and trends to help improve service quality.

• The TSDM is required to establish, maintain, and creatively develop excellent relationships with customers and stakeholders, leading to a convincing reliability level in our services and platforms.

• This role embraces both administrative and technical orientations, thus is best suited for highly skilled and hard-working individuals who possess superb leadership and interpersonal skills and are passionate about delivering end-to-end customer-driven solutions.

• Monitor and highlight all types of products/platforms and support-related events in advance, subject to service impact or deterioration of customer solutions, securing optimal service delivery.

• Maintain high performance levels for service-related processes, deploying improvement campaigns as necessary.

• Take full ownership of critical incidents, coordinating with multiple parties, and establishing effective communication between stakeholders from beginning until case resolution and postmortem technical service reviews, accomplishing high performance on-demand.

• Rigorously ensure that systems, procedures, and methodologies of work are in place to support outstanding service delivery levels, setting future optimization strategies.

• Develop a deep understanding of all projects delivered to gain detailed technical insights on a given SOW, regardless of the setup complexity.

What you will do:

• Offer an extended level of service and technical consultancy, identifying the latest methods for improving and guaranteeing the outcome actions, ensuring timely implementation for service delivery improvements.

• Carry out regular incident and activity reports analyses, suggesting key areas of improvement for customers.

• Provide accurate and regular reports to executive teams on company performance related to all technical/service-related instances.

• Build strong relationships with teams and stakeholders to enable effective communication between departments.

• Manage all mid-major service/technical escalations in collaboration with area/regional IT directors and delegates, supporting the Planet key account team to strengthen business relations with customers.

• Collaborate with technical design/product teams on different requests, seeking and establishing standards for software, hardware, and security operations.

• Participate in business requests, preparing technical RFP, RFO, RFQ.

• Become the go-to person for all technical/service KPI reviews and mechanisms for SLA penalties calculation, metrics between internal service provisioning and external contracts signed.

• Act as the service/change management playmaker, synchronizing between external customers and internal teams on sensitive operational changes (e.g., SOW, SW or HW updates, new development work).

Who you are:

• Exceptional customer-facing skills, solid resource planning, and problem-solving skills.

• Proficiency in leading both physical and virtual teams with operational ability in a diverse, large-scale environment.

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

• Ability to manage and prioritize tasks efficiently with knowledge of data analytics and reporting, possessing an absolute analytical mindset.

• Solid technical troubleshooting experience (e.g., NOC, Engineering & ISS).

• Solid technical background in Engineering for TCP-IP | Networks (Switching, Routing).

• Wide proven experience in remote and on-site technical support.

• Management experience with network operations or field teams.

• Familiarity with all types of production environments and kinds of hardware assembly and configuration.

• Solid knowledge of MAN, LAN, and MPLS (Layer 2 & Layer 3).

• Experience with all types of Wireless Networks (802.11x).

• Networks & Wireless Design/Planning experience.

What you will need to bring to Planet:

• Experience managing service and/or operational level agreements – RFPs.

• BSc/BA in Business, Computer Science, or other relevant/equivalent IT degree.

• Mastery of ITIL (Information Technology Infrastructure Library) principles or similar.

• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).

• Experience managing service and/or operational level agreements with strong customer service, interpersonal, and active listening skills.

• A high standard of written and spoken French & English and attention to detail.

• Minimum five years’ experience in a similar role or other related roles such as Head of Operations.

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.