Service Delivery Manager

 

 

This is Worldline 

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

 

The Opportunity

As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of IT platforms to our internal and external stakeholders. Your accountability will encompass the management of infrastructure and application operations, alongside oversight of vulnerabilities, performance, health, security and compliance. While not technically responsible for these areas, your mission in to ensure that all this topics are set up and are reviewed on a regular basis. 

  

Day-to-Day Responsibilities​

• Infrastructure & Application Management: Monitor and guide infrastructure and application services ensuring compliance, health, and performance standards are adhered to, coordinating resolution efforts where necessary.
• Vulnerability & Security Oversight: Ensure awareness of risks related to vulnerabilities and security, coordinating with relevant teams for mitigation strategies.
• Compliance: Facilitate compliance activities and oversee patch management processes, ensuring alignment with industry standards and regulations.
• Service Disruption Management: Ensure that the process of service disruptions, coordinating actions and communications to ensure timely resolution while adhering to ITIL practices are in place and review on a regular basis.
• Stakeholder Engagement: Ensure seamless connection with stakeholders by coordinating with infrastructure experts, DBA, and project management…
• SLA/OLA Management: Ensure that the track and report of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with all concerned parties are in place.
• Reporting: Create comprehensive reports related to service delivery, including performance metrics and compliance standards, providing transparency and insights to stakeholders.
• Facilitation & Communication: Act as the liaison to facilitate communication between squads and external stakeholders, ensuring alignment with business objectives.
• Guide & Validate Production Readiness: Validate production readiness by ensuring CMDB, monitoring, security testing, performance testing, and disaster recovery processes are in place.
• Change Management: Collaborate in change validation processes and, depending on the scope, even undertake change management responsibilities.

 

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

 

• Proven experience in IT service delivery management
• Strong understanding of ITIL practices and methodologies
• Excellent communication, interpersonal, and facilitation skills
• Ability to work well in a collaborative environment
• Familiarity with infrastructure and application management processes
• Strong organizational and reporting skills

• Proficiency in English is mandatory.

 

Perks & Benefits

In addition to joining a global leader in payments, you can also expect an excellent range of benefits. These include a rewarding salary, leave days, an attractive pension scheme, global learning days and many more. We also have location specific benefits, varying from private medical insurance, to extended parental leave and a flexible benefits scheme, allowing you to purchase discounted products and services.