Service Delivery Manager

About WTSS

We are an innovative FinTech that helps banks deliver the best possible digital banking and payment services. We specialise in production verification testing and monitoring. WTSS is the most unusual company in our niche. We can see what the banks themselves cannot. With more bank accounts than any other company, and with Lego structures as an integral part of our offering, we are a small team making a big impact on the largest banks in the world. No two days are the same at WTSS. This dynamic environment is what makes it such a fun and exciting place to work.

Your role

As a Service Delivery Manager you are responsible for the high-quality and efficient delivery of our production verification and monitoring services to our clients. A Service Delivery Manager is crucial in ensuring that new systems and software solutions are successfully delivered and integrated into the client’s organization. You combine project management, technical knowledge, and strong communication skills to oversee the entire implementation and service process, from planning and coordination to training and support. This role is vital for the smooth adoption of new technologies and the ongoing success of our services.

Key responsibilities

1. Service Delivery Management

   • Ensure services are delivered on time, within budget, and meet agreed-upon quality standards (Service Level Agreements or SLAs).

   • Oversee day-to-day service operations and address any disruptions or issues.

2. Client Relationship Management

   • Act as the primary point of contact for clients to resolve concerns or requests.

   • Build strong relationships to understand client needs and ensure satisfaction.

3. Delivery Coordination

   • Work closely with technical teams, commercial team, support staff, and product owner to deliver services.

   • Prioritize deliverables and coordinate resource allocation effectively.

4. Performance Monitoring and Reporting

   • Monitor service delivery metrics and analyze performance data.

   • Prepare and present reports to clients or management, highlighting successes, challenges, and areas for improvement.

5. Continuous Improvement:

   • Identify opportunities to enhance service delivery processes.

   • Implement changes to improve efficiency, reduce costs, or enhance customer experience.

6. Problem and Incident Management:

   • Address service-related issues promptly to minimize downtime or disruptions.

   • Develop and implement strategies to prevent recurring problems.

For this full-time role we are looking for an analytical, communicative and fun to work with Service Delivery Manager. You have stakeholder and project management skills and knows his/her way around corporate decision making. You are hands-on and enjoy engaging with clients and troubleshoot complex technical issues. You are effective in communication with customers, team members and (internal) stakeholders.

• Minimum of 5 years of experience in service delivery management

• Demonstrated ability to lead and manage a team effectively across multiple projects and diverse (remote) settings

• Strong understanding of IT service management principles

• Strong focus on customer satisfaction and relationship management. Excellent communication and interpersonal skills

• Ability to troubleshoot technical issues and collaborate with technical teams.

• Ability to work in diverse (remote) settings, and lead and motivate teams.

• Excellent performance management skills with a proven track record of meeting service level agreements

• You are permitted to work in The Netherlands. Please note that WTSS does not support relocation or VISA applications.

Salary is between EUR 3.800 and EUR 4.400 gross per month dependent on your experience and expected contribution to the business.