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    Delivery Manager - St Albans, United States - Paysera

    Paysera
    Paysera St Albans, United States

    1 week ago

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    Description


    As a Delivery Manager at Paysera, you will be primarily responsible for the efficiency of the development process and the delivery of high-quality output from your team or tribe.

    You will manage and lead a team of 10–40 specialists, and you will be accountable for 2nd Line Support (When an issue goes beyond the capabilities of 1st line support (Call center), it is escalated to 2nd line support.

    The technicians at this level have more in-depth knowledge and expertise. They handle more complex technical problems, perform detailed troubleshooting, and may require a deeper understanding of the systems and applications involved).

    You will act as the main point of communication between various teams, stakeholders, and tribe members, ensuring alignment with Paysera's strategic objectives.


    What you will do:
    Organize the team working shifts to process requests, ensuring adherence to perfect SLAs and OLAs, from 8am to 8pm;


    2nd line support will be a single point of contact for Client support, internal departments, external partners and Customers for all issues about our dev systems.

    Support tribe will register, analyse and try to fix issues, if it is out of their responsibility move ticket to proper 3d line support (development teams);

    The Support Tribe should proactively monitor logs, dashboards, and create Out-of-Operation tickets;

    The Support Tribe will assist clients in using our API and documentation.

    Design, implement, and continuously improve the 2nd line support processes to ensure its efficiency and effectiveness. Balance the needs of stakeholders and team members, and ensure that the process aligns with Paysera's strategic goals.

    Lead and manage a team or tribe of 10–40 specialists. Foster a high-performance culture and empower team members to deliver their best work.

    Ensure that the team's input and output meet the defined quality standards and are delivered on time. Resolve any issues or blockers that may impact the delivery.

    Serve as the main point of communication between various teams, stakeholders, and tribe members. Ensure clear, concise, and regular communication to keep all parties informed of progress, risks, and issues.

    Ensure that the work of the 2nd line support meets the highest quality standards. Implement quality assurance processes and organise the maintenance of the necessary documentation.


    Involves gathering, organising, and sharing information, insights, best practices, and lessons learned that can benefit not only the individual Delivery Manager but also the broader team and organisation.


    What we expect:


    Proven experience as a Delivery Manager or a similar role (Application Support Manager) in a fintech or tech-driven environment with experience of managing 2nd line support.

    Demonstrated leadership skills, with the ability to inspire, motivate and coach a team

    Excellent understanding of ITIL framework and best practices. Additionally, a strong understanding of the Kanban method is expected.

    Excellent analytical skills.

    Ability to manage and prioritize multiple tasks in a fast-paced environment.

    Experience with Jira/Confluence and Jira Service Management

    for organising workspace and reporting.

    Experience working with multiple and/or distributed teams.


    Strong problem-solving and conflict-resolution skills as well as facilitation and mediation skills and the capacity to work well under pressure.

    The ability to adapt to a changing environment.

    Fluent in verbal and written English.
    For candidates


    If you would like to join our team, please send your CV with the subject "Delivery Manager (2nd Line Support)" to the email .

    Only selected candidates will be contacted, but we are grateful to all who send their CV.

    By responding to this job advertisement and submitting your resume, you entrust Paysera with your personal data, and concurrently express your consent for that data to be processed for the purpose of candidate selection.

    This data is managed by Paysera solely for candidate selection purposes.

    Once the selection process is over, that data is destroyed, except in cases where the candidate separately expresses consent for that data to be processed in the future.


    DETAILS
    Full time

    LOCATION
    Poland, Ukraine, Georgia, Bulgaria

    SALARY
    Depends on candidate's experience and competence

    #J-18808-Ljbffr
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