Service Manager

Job Description

Service Manager

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape evolution.

The Opportunity

Worldline is looking for a highly-skilled Service Manager to contribute to Worldline’s growth and position in UK rail. When running a UK rail ticket retailing service in Worldline, you are part of a dynamic, high-performing team that delivers innovative services to the rail industry with a deep understanding of rail processes, systems and data. Our Service Managers have the overall responsibility for successful service delivery, managing service margin, and ensuring service level adherence. If you have a passion for Service Management, contact us: we are ready to welcome you to the team!

Day-to-Day Responsibilities

• Developing client relationships with a view to long term growth and promote Worldline and its products
• Develop intimate knowledge of Worldline products and environments specific to your role.
• Act as a point of contact for all customer queries and escalations
• Monitor calls to ensure all contractual SLA’s are met.
• Liaise with internal teams to ensure productivity to achieve said SLA’s
• Develop good working relationships with internal teams
• Escalate any concerns regarding process and personnel to Senior Managers
• Work as a team with other Service Managers, ensuring knowledge share
• Ensure period reporting is supplied as per contract to the customer
• Perform trending to identify any potential issues
• Identify any process improvements
• Working with Service Line Managers to ensure that these improvements are discussed, valid and implemented
• Manage regular service calls with the customer
  
  

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, a can-do attitude and a hunger to learn and grow. In practice, this means:

• You have 5+ years of experience as a Service Manager in the information technology sector managing multiple projects simultaneously
• Strong financial and analytical skills
• Excellent written and verbal presentation skills
• Excellent client-facing and internal presentation skills
• Ability to perform well under pressure; ability to adhere to deadlines
• Results oriented with a hands-on mentality
• Understanding of the UK Rail Industry
  
  

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career
• Have 25 days holiday + bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping *
• Purchase a range of flexible benefits through salary sacrifice
• Have Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have Pension – the company will match contributions up to 10%
  
  

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, a can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.