Title: Service Delivery Associate

Division: eCommerce

Location: Based in Dun Laoghaire, Dublin

Reports to: Director, Product Management, Europe

Term: Permanent, Fulltime



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 150 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.

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 Delivery Associate to join our expanding team based in Dun Laoghaire, Co Dublin. This role reports to the Director, Product, Europe.

Main Purpose of Role
As SDA you are responsible for ensuring that EVO delivers services to meet our customers and partners expectations.

Key Accountabilities
To ensure the business provides a high quality, flexible services solution to our customers;
To ensure that the Company meets its budgetary requirements in line with the Company’s approved finance model;
To interface with our internal & external customers and to build strong and effective working relationships, including attending regular Service Reviews meeting;
To monitor and report on service performance;
To create a positive team culture within the department and company;
To lead and manage projects as required;
To create & maintain accurate documentation on all activity
To investigate and resolve issues and escalations;
Responsible for compliance and process adherence for your team
Interface with other internal departments as required ensuring that customer and team issues are resolved to their satisfaction
To carry out any other duties which may reasonably be expected/requested
Customers retentions/Cancellation management
Complaint management and Incident recording
Working with marketing on Product Information for quarterly newsletters to customers

Key Performance Measures/Indicators
Performance against agreed SLA’s;
Completion of key objectives set;
Efficiency savings made with continuous process improvements;

Work Pattern
Monday to Friday, 37.5 hours per week

Education & Qualifications
Diploma level educated ;
supervisory experience desired

Skills & Knowledge;

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;
Excellent customer care and attention to detail;
Diploma level educated ;
supervisory experience desired

Experience
A minimum of 2 years at supervisory level in a service delivery capacity;
1- 2 years within an IT or eComm environment involved in gateways desirable
experience of software products and how to describe and request requirements/updates

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