About Paysafe
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Your career starts here. Help us build and deliver innovative payment solutions.

Paysafe is currently searching for a Service Delivery Manager to join our Technology Operations team based in Jacksonville, Florida. This role offers a hybrid work environment with a blend of in office and remote working days during the work week. Reporting into the Director, Service Delivery, you will oversee a number of key functions within the IT department that enable the delivery of a high-quality service to end users and VIP merchants, and to ensure Service Support and Service Delivery processes are in place to meet business needs. You will act as an escalation point for any ticket management. You will have a strong understanding of company products and will understand the risk and impact on customer business for any incidents related to products, services, processes, and technologies.

With a strong background in customer service, this position at times is a stakeholder facing role, and requires that you establish and manage expectations within the business and along with the Director to help drive the IT team to achieve those expectations to a high standard.

You will serve as a vital bridge between our technical delivery center and our clients - advocating for clients to ensure that our technical staff understands their needs, while supporting the delivery team to help clients understand technical limitations or delays in delivery. Other responsibilities in the role include:

• Producing key VIP merchant reports, service availability metrics and presentations.
• Supporting established processes and assisting in developing new ones to proactively protect service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Delivering stable, reliable IT services (Incident Management, Problem Management, Change Management, Release & Deployment Management) to the business, responding to user requests quickly & efficiently, resolving user issues in a timely manner, deploy changes smoothly & successfully to avoid/prevent service disruptions and improve quality of service, (performance, availability, reliability).
• Working across the business as a trusted ambassador, providing effective communication on IT matters and building relationships with other teams to ensure effective dialogue between departments.
• Delivering service that meets/exceeds customer expectations while meeting established SLAs
• Collating data and information on client satisfaction, inquiries and complaints by monitoring and analyzing quality metrics and client satisfaction.
• Preparing periodic status reports and presenting such reports to management.
• Developing new strategies to maintain and/or improve the quality-of-service delivery, making recommendations for technological change and ensuring that actions are followed through to completion in a timely manner via Service Continuity Improvements
• Constant improvement of the quality and inter-working of the virtual service team, including other service partners and suppliers.
• Ensuring that robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution.
• Managing customer priorities through communication with the client and internal development teams.

Qualifications:

• Two (2) to three (3) years of related experience in a similar role
• Proficient in MS Office with strengths in Excel, PowerPoint & Visio
• Understanding of technical domains (e.g., infrastructure, Cloud technologies, Networking) and a basic comprehension of financials
• Knowledgeable in at least one software development methodology (e.g., Agile, Scrum, SDLC, Waterfall)
• Information Technology Infrastructure Library (ITIL) certifications are a plus
• Demonstrated focus on the customer experience and an innovative mindset that seeks out ways to improve the customer experience
• Planning and business acumen with an ability to plan and implement service delivery processes
• Keen eye for identifying business opportunities, developing business cases and translating such plans into solutions to improve service delivery
• Excellent communication skills with an ability to interact across all levels of the business, including the senior level
• A self-starter with great organization skills and an ability to work under tight deadlines
• Able to manage sensitive and/or confidential information.
• Experience of managing 3rd parties/3rd party delivered services
• Experience in payment processing industry an asset
• Experience planning and overseeing projects involving geographically dispersed teams.
• Must be knowledgeable and capable of working in a global organization
• Understands the nature of working with several external customers

This is a great opportunity for an ambitious candidate who is looking for an environment that offers progression and who is looking to forge a career within service delivery. The ideal candidate will be a self-starter who is proactive and is committed to strong results. You will have excellent communication and organizational skills with the ability to create and develop relationships both with clients and internal stakeholders. You will be client and solution orientated and will be prepared to go above and beyond to achieve excellent customer satisfaction.

Life at Paysafe:
One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3200 members of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

Equal Employment Opportunity Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.