Service Delivery Manager (US)

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 3-D 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. • Root Cause Analysis (RCA): Coordinate and oversee incident review sessions with internal teams. Set out clear improvement plans to avoid future recurrence. Discuss the detailed RCA with clients to ensure alignment with relevant feedback. • Incident Management: Lead response efforts during service disruptions, maintaining client communication and coordinating with technical teams to restore normal operations. • Coordination with Business, Technical and Product Teams • Collaboration with Teams: Liaise with business, product and development stakeholders to ensure smooth client product rollouts and track performance. • Change Management: Oversee the implementation of product updates or service changes (hosted or client on-prem), managing client communication and post-implementation support. • Technical Escalations: Act as an escalation point for complex technical issues, coordinating with engineering and hosting teams to ensure timely resolution. • Process Development and Standardisation • Service Delivery Processes: Develop and document service delivery processes, ensuring they are efficient, scalable, and aligned with best practices. • Standard Operating Procedures (SOPs): Create and maintain SOPs to ensure consistency in how services are delivered and to facilitate training for team members. • Automation and Innovation: Identify areas for automation within the service delivery realm to increase efficiency and reduce manual effort. • Stakeholder and Executive Reporting • Executive Updates: Provide regular updates to senior management on service delivery performance, issues / risks, and improvement initiatives. • Dashboard and Report Creation: Design and scope dashboards and reports that highlight key service metrics for internal and external stakeholders. • Project Status Reporting and Handovers: For new implementations or upgrades, regularly update stakeholders on progress, risks, and issues to ensure...