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Title:                   Service Delivery Manager

Location:            Dun Laoghaire                         

Term:                  Permanent, Full-time


EVO Payments International is an exciting and growing company that is dedicated to providing innovative products, outstanding service and security to its customers. We are located throughout the United States, Canada, Mexico, China and Europe. We can process in over 130 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.

EVO plays an important role in the everyday life of millions of people. For our customers and their customers, we are the link between the parties involved in almost any type of payment transaction. We ensure that any payment is secure and properly applied and settled for each transaction. EVO offers end to end support from installing the point of sale device to enable secure electronic payments at a merchant, providing software solutions to enable ecommerce and then troubleshooting and resolving issues that may occur from time to time for our customers.

In conducting our business, EVO is committed to creating an exciting, diverse and collaborative work environment for our employees. We know our success is the direct result of the talent, dedication, and energy of all our employees. In order to achieve this success, we share a common set of values that guides our behaviour at work each day.

We are currently recruiting a Service Deliver Manager to join our shared services team within EVO.

Role Purpose:

The Service Delivery Manager will be responsible for incident management in EVO UK and Ireland. You will be responsible for operational reporting and process improvement while continuing to drive efficiencies and maintain high level of customer service.

Job Background/Context:
The Service Delivery Manager will have a strong technical background, comfortable in a hands-on role and good people management skills you must also have strong communications, listening and presentation skills, excellent stakeholder management, people engagement and can clearly explain IT to Non-IT people.

Key Responsibilities:
• Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
• identifying and evaluating phone system technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Streamline processes and procedures to ensure that each customer receives the same great experience.
• Oversee direct and indirect employees, at different stages of the delivery process, to ensure high standards are maintained.
• Ensure accountability for implementing the required processes and tasks remains with all service departments and employees, while continuing to provide a high standard of customer service.
• Assess and analyse customer and partner feedback and experience against a set of customer satisfaction goals and criteria, to improve procedures ensuring excellent customer service is provided at all times.
• Ensure processes are efficient and cost-effective determining ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
• Build partnerships and liaise with managers to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
• Develop and report SLA’s to measure and improve service delivery processes based on the ITIL or similar framework.
• Communicate service levels and metrics to IT and business management teams.
• Establish best practices through the entire technical support process
• Act as key point of contact for major IT incidents and outages across the function and across the group.
• Liaise and communicate with senior management on IT support issues and outages.
• Implementation of service delivery tools and processes to improve business service levels and drive process efficiencies.
• Collaborate with cross functional departments to ensure continuity of service to all business units
• Ongoing coaching, mentoring and development of direct and indirect team members.
• Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.

Education & Qualifications & Experience
• Degree level educated (Desirable)
• 5 years Managerial experience
• 5 years implementing and managing projects
• Six Sigma Certified (Minimum Green Belt)

• Business planning; project management; people & process management; commercial awareness;
• Operational Management; Improving operational efficiencies.

• The ability to achieve excellent results through leading & motivating others;
• The ability to drive performance improvement through change;
• Effective at building positive relationships with key stakeholders and customers;
• Excellent communication both written and verbal;
• Ability to work to short deadlines and rapidly changing priorities;
• Computer Skills – including Microsoft Office suite, internet & e-mail;
• Commercial awareness – e.g. business processes and managing relationships; managing risk & costs; value for money;
• Excellent customer care and attention to detail;

Person Specification
• A flexible ‘can do’ attitude, hard-working and dedicated;
• An adaptable team player with a willingness to coach, lead and motivate team colleagues;
• Reliable and punctual;
• Good presentation and a courteous, professional manner;
• Customer centric
• Prior supplier/vendor management experience;
• Exposure to and understanding of ITIL principles;
• Ability to self-motivate and work to tight deadlines;
• Strong communication skills including an ability to concisely articulate alternative views under pressure;
• Proven history of formation and maintenance of good relationships both inside the business and with third parties;
• Be flexible and have the ability to deal with sudden changes in agenda, direction or speed of programs and priorities;
• Experience managing and monitoring SLAs and KPIs.

To apply

Click the link below to apply

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EVO aims to operate an inclusive recruitment processRegardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you.


Pre-Employment Screening

Attracting and selecting the best talent is key to EVO’s growth as a successful global organisation. As part of our selection process candidates can expect a number of stages that they will be guided through by our recruiters when they are successful in being shortlisted.  When a formal offer is made we will ask you to complete our pre-employment screening, which is essential for everyone joining EVO.  You will be guided through the pre-screening with our Partner HireRight. Some variations apply across geographies but typically we are looking for your right to work in the location  you are applying for, proof of residency, credit history and any unspent convictions. Any information that comes to light is treated confidentially and addressed on an individual basis.