- To deliver a seamless customer service experience for new onboarding/changes to existing services/process or end of life.
- Ensure that all required training is completed with internal and external customers for new and developed products and services.
- BASED AT: Dalgety Bay, Fife, some travel required for training
- The Service Introduction & Training Lead will be responsible for the successful transition of new and changed services and completing training in line with these changes.
- The role is responsible for the development and delivery of training across the organisation and with our external customers. The candidate must be confident in delivering training across our business products and services and have the ability to adjust their communication to support different learning styles to ensure successful implementation of training
- The successful applicant will liaise between project managers, architecture teams, operations teams, and our partners/suppliers communicating between all key stakeholders/customers to ensure the smooth and successful implementation of training/services, executed to high quality standards with minimal disruption to services.
- Working with vendors, customers and service providers Service Introduction & Training Lead
- must be comfortable building relationships and communicating with stakeholders at all levels.
- (This list is not exhaustive; the job holder may be required to carry out other duties as required to fulfil the role)
- Act as a gate keeper function that ensures successful transition into operational support
- Ensure that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders
- Represent Service and Operational teams at project/customer meetings
- Define and implement service acceptance criteria, all services to have an end-to-end support model, quick reference guide, processes, SLAs, KPIs and communications
- Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria
- Identify training needs by evaluating strengths and weaknesses, collaboratively working with the Operations to understand training requirements
- Develop the production of classroom handouts, instructional materials, aids and manuals
- Creation of pages and amendments to current processes on our digital knowledge base, responsible for ensuring information is accurate and in date
- Surveys and Feedback from trainees after sessions to continually monitor opportunities for development
- Acclimate new hires to the business and conduct orientation sessions
- Identify and manage risks to ensure a smooth transition to service
- Monitor post implementation review feedback for continuous process improvements
- A keen interest in keeping abreast of product and solution developments, coupled with a sound understanding of the practical application according to business requirements
- Excellent interpersonal, verbal and written communication skills to drive tasks to completion, extremely good teaching skills, delivering with empathy and customer understanding. Ability to deploy train the trainer sessions.
- Is familiar with all aspects of service delivery
- Has a broad knowledge of current practices associated with development, operations and service provision
- Has experience developing training material in line with business needs, delivery of training internally and with customers
- Great stakeholder management skills, at ease and effective in dealing with professionals and managers in other disciplines
- Results orientated with the ability to build effective relationships to negotiate and influence both colleagues and external third parties
- Strong attention to detail, good organisational and time management skills with the ability to prioritize with changing situations
- Service Transition experience or similar
- Service Level Management
- ITIL Lifecycle – Incident, problem, reporting
- Operations Management
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Description
Ingenico is the global leader in payments acceptance solutions. Our world-class terminals, solutions and services enable the global ecosystem in the new world of payments acceptance. We are the trusted technology partner to 1,000+ banks, acquirers, ISVs, payment aggregators and fintech customers and we deploy 40 million POS terminals around the world for retailers ranging from small merchants to some of the best-known global brands. As the world's largest payment acceptance network, powered by 4,000 employees in more than 50 countries, we provide smart, trusted, and secure solutions with a local and international reach. Our solutions enable merchants to simplify payments, delivering speed, security, and flexibility to enhance greater customer engagement. With 45 years of experience, innovation is integral to Ingenico's approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. Our strengths in innovation are matched by the power and robustness of our platforms, the security of our solutions and the quality of our services. At Ingenico, trust and sustainability are at the heart of everything we do.
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