Client Service Owner

At Aevi, we're not just a team; we're a vibrant, global business, committed to shaking up the payments industry. Our culture is all about innovation, creativity, and a passion for pushing boundaries. We’re thrilled to welcome new Aevi’ators who vibe with our values and mission and are ready to join us on our journey of transformation and growth. The Client Service Owner (CSO) is responsible for leading the delivery of contracted services for assigned accounts, ensuring operational excellence, customer satisfaction, and proactive service management. Acting as the primary point of contact for service-related matters, the CSO plays a key role in governance, reporting, and continuous improvement. The role also ensures smooth service transition into BAU, validating operational best practices, and may serve as Manager on Duty outside business hours. Key responsibilities: Deliver contracted services and ensure smooth BAU transitions. Monitor performance, identify trends, and drive improvements. Build strong relationships with clients and internal teams. Collaborate with Account Managers and facilitate feedback-based enhancements. Lead operational calls, reviews, and governance sessions. Track and resolve critical issues; oversee SR process and reporting. Act as Manager on Duty, managing escalations, bridge calls, and emergency changes. Maintain accurate records and use data insights for continuous improvement. Stay current with industry trends and support revenue growth opportunities. Perform ad hoc tasks as required. Required skills: Skilled in relationship management, stakeholder engagement, and clear communication. Experienced in managing multiple priorities in complex environments. Strong in service delivery, incident resolution, governance leadership, and reporting. Proficient in data analysis, problem-solving, and process documentation. Knowledgeable in ITIL principles, Jira, Confluence, and Microsoft 365. Background in service transition and operational readiness (desirable). Bachelor’s degree in technical/business field or equivalent industry experience. ITIL certification and project management training (desirable). Familiar with fintech and payment solutions (desirable). Experienced in supporting growth opportunities and cross-functional collaboration (desirable). Worked with global and cross-cultural teams (desirable). Additional: Occasional travel to client sites or Aevi offices may be required for reviews, workshops, or service transitions. Participation in out-of-hours coverage as Manager on Duty, including escalations and critical incident coordination. Flexibility to work across different time zones to support global clients. Life at Aevi Being part of Aevi? Flexibility, honesty, development, and support are the essentials of our work environment, and we live for a “work smarter, not harder” mindset. At Aevi, we celebrate diversity and inclusivity, firmly believing that our strength lies in our individuality. Our commitment to a better working culture is reflected in our respect and appreciation for each team member, cheering on everyone to just be themselves at work and outside. What's in it for you? - Be part of a dynamic, fun-loving team that values teamwork and flexibility. - Benefit from our unlimited vacation policy, so you can take a breather whenever you want and need it. - Quickly become a key player of our motivated, energetic, and global team. - Thrive in a culture that lets your unique work style shine. Who are Aevi: Our mission is to build a more open world, where anyone, anywhere, can take or make any kind of payment. Our cloud-based platform lets payments and transaction data flow across all channels and consumer touchpoints. By connecting digital and in-person interfaces, we are committed to creating the best possible customer experience at the point-of-interaction. Today, we operate across Europe, Australia, and the US with offices in London, Prague, and Paderborn. Our Vision and Support: We are setting payments free! Supported by visionary shareholders in the industry like Mastercard and HPE Growth Capital , we stand at the forefront of payment innovation, surrounded by like-minded partners who share our vision for a seamless payment future.