Operational Delivery Manager

Job Description
- Operational Delivery Manager

Customer Success Manager

Utrecht

**This is Worldline.**

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

**The O**pportunity**

We are looking to hire an Customer Success Managerwho will guide and support our clients on tactical and operational level during the run of contracted services.

Within the CRO organization the Customer Success Manager operates in a ‘client triangle’ in close cooperation with a Business Delivery Manager and the Account. The client triangles are focused on the complete service portfolio offered to clients and have the responsibility to manage clients, improve our revenues and managing change from client initiation to delivery (BDM) and run (ODM).

**About the team**

As a team we take ownership of client topics, we are committed to continuous improvements and we are all team players. Communication is key and we will not rest before the job is done. At present the team has 4 people working on Operational Delivery Management.

**Day-to-Day Responsibilities**
- Manages the client’s expectations and together with client triangle
- Interlocutor for clients regarding operational topics
- Initiate and join periodic operational and tactical meetings with clients
- Escalation channel for clients and taking part in internal major incident procedure representing the clients and determining communication strategy. This includes 24/7 Standby on-duty.
- Proposes and discusses run, contract, SLA and operational optimizations which serve the client as well as Worldline
- Updates the client regularly - solicited and unsolicited -during the run (e.g. continuous improvement plans)
- Defines clients expectations for operational processes
- Defines clients demands and operational user requirements
- Seeks out and act on value adding opportunities at the client

**Who Are We Looking For**

We’re looking for colleagues with a positive mindset. Someone with passion and hunger to make it a success for his clients which being responsible for. In practice this means that:
As our Customer Success Manager
- 3-5 years working in an operational IT environment. Experience in continuous process improvement or operations innovation projects. In addition tangible experience in dealing with b2b clients;
- You’ve got knowledge and interest in the world of cards/payments services;
- Motivation and passion to build a strong client relationship;
- Ability to operate at multiple management layers (operational/tactical/strategic);
- Affinity with the banking sector would be a plus
- Solution and result oriented;
- Proactive attitude, able to align with all stakeholders and focus on managing the RUN in time, quality and cost;
- You are able to manage complex situations;
- Strong team player and good communication skills;
- You master English and Dutch language;

The job would consist of 2 days being in the office minimum to cooperate and align with the team. Client visits are expected on a regular basis.

**Perks & Benefits**

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn, grow and accelerate your career..
- At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

**Shape the evolution.**

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.
- Information at a Glance

**Request ID**:297529

**Posting Start Date**:2/10/25

**Job Area**:Sales Management

**Work Site**:Hybrid

**Contract Type**:Permanent

**Brand**:Worldline

**Job Location**:Netherlands - Utrecht