We're PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa. Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued. We've got big plans to expand into new markets and make a meaningful impact on the world of payments. To help us get there, our team is on the lookout for a new Service Delivery Manager - Barcelona.
About The Role The Service Manager is responsible for the end-to-end management of IT services, ensuring that they are delivered effectively, efficiently and aligned with business needs. The role focuses on the planning, implementation and monitoring of IT services, as well as the continuous improvement of service quality through incident, problem and change management. In addition, acts as the key point of contact between the IT team and the business units, ensuring that internal and external customer expectations are met and a high level of satisfaction is maintained.
Your Responsibilities: Oversee and manage Service Level Agreements (SLAs) to ensure services are delivered in accordance with customer expectations.Manage and coordinate IT incident response to minimize the impact on business operations.Establish mechanisms for escalation of critical or repetitive incidents and ensure effective resolution.Propose and lead the implementation of preventive or corrective solutions to prevent problems from reoccurring.Participate in change planning, approving or rejecting change requests based on relevance and feasibility.Ensure changes are implemented in accordance with best practices and internal policies.Understand business needs and ensure IT services are aligned with strategic objectives.Produce regular reports on service performance, presenting this data to senior management and other stakeholders.Ensure IT services comply with security, privacy and regulatory compliance regulations and standards.Work in conjunction with security teams to protect the organization's critical infrastructure and data.About You Degree in Computer Engineering, Industrial Engineering or similar.Excellent communication, organizational, time management and leadership skills.Extensive experience working with a variety of technologies and their practical applications to solve business area requirements.Experience in coordinating the resolution of incidents between different teams.More than 6 years of experience in supervisory, service and project management functions.Experience in managing teams/people.Experience in using agile methodologies.Knowledge of Jira and Power-BI tools.Knowledge in Cloud infrastructures, Azure or AWS.ITIL certification.Intermediate or advanced level of English.It will be an asset: Experience in the online payments and payment gateways sector.What Do We Offer: 4x1 (1 day in office and 4 days of home office)Opportunities to grow within a company in hypergrowth stageExcellent work environment and good collaborationFree coffee/tea, fruits, and snacks from the companyPossibility to increase your net salary through our flexible retribution partner!If you're passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you! Apply today and help us shape the future of the PayTech industry!
Our commitment to diversity, equity & inclusion At PayRetailers, diversity, equity, and inclusion aren't just values – they're fundamental to who we are. We're dedicated to fostering an environment where every individual feels valued, respected, and empowered to bring their authentic selves to work. We welcome applicants from all backgrounds and identities, recognizing that diversity drives innovation and strengthens our team. So, if you're passionate about making a difference and excited about the role, we encourage you to apply. Join us in building a global company where everyone can thrive and feel proud to belong.
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