Service Delivery Manager (SA)
About the role
Why Entersekt
Founded over 16 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3D Secure authentication for issuers, acquirers and payment networks. We offer highly scalable products with a track record of success across multiple continents.
Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 210 million active users on our platform and hold 120 active patents that recognize innovation in digital security, payments, and user experience. Entersekt offers customers secure authentication and digital payments experiences that remove unnecessary friction. Entersekt has a diverse product portfolio and aggressive roadmap that positions the company well to sustain competitive advantage as it expands globally with emphasis on North America and European markets.
The Role
The Service Delivery Manager acts as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance. They monitor delivery quality, resolve issues, and implement improvements at both operational and product levels. Through proactive communication and governance, they build trust within the client’s organisation, achieve customer satisfaction, and position the organisation as a strategic partner.
Responsibilities
- Client Relationship Management
- Manage Client Expectations: Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings.
- Service Reviews and Reporting: Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns.
- Client Satisfaction: Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience.
- Service Performance and Quality Assurance
- Service Level Agreements (SLAs): Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management.
- Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery quality.
- Performance Tracking: Regularly monitor, analyse, and report on service delivery metrics, identifying trends or issues that may impact service quality.
- Compliance Assurance: Drive and contribute in compliance requirements and questionnaires raised by clients with regards to the Product offering.
- Contract Renewal and Negotiations: Support contract renewals, negotiating service terms to meet both the business and the client needs.
- Incident and Problem Management
- Issue Resolution: Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients.