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IT Service delivery SAP Successfactors F/M

Date: 1 janv. 2022

Lieu: Paris - 75, Ile-De-France, FR

Entreprise: worldline

À propos de Worldline
Worldline [Euronext : WLN] est le leader du marché européen dans le secteur des services de paiement et de transaction, et le 4eme acteur mondial des paiements. Avec sa couverture mondiale et son engagement en faveur de l’innovation, Worldline est le partenaire technologique de choix des commerçants, des banques et des acquéreurs tiers, ainsi que des opérateurs de transports publics, des agences gouvernementales et des entreprises industrielles, tous secteurs confondus. Worldline peut compter sur le talent de ses 20 000 collaborateurs répartis dans plus de 50 pays pour offrir à ses clients, où qu’ils soient, des solutions durables, fiables et sécurisées sur l’ensemble de la chaîne de valeur des paiements, favorisant ainsi la croissance de leur entreprise. Les offres de Worldline dans les domaines de Merchant Services ; Terminals, Solutions & Services ; Financial Services et Mobility & e-Transactional Services incluent les solutions online et physiques d’acquisition commerciale nationale et paneuropéenne, les solutions de traitement des transactions de paiement hautement sécurisées, un large portefeuille de terminaux de paiement, ainsi que des services de billetterie électronique et des services numériques dans l’environnement industriel. Le chiffre d’affaires pro forma 2019 de Worldline s’élève à 5,3 milliards d’euros. worldline.com

Job Purpose

The IT Service Delivery oversees and controls the selected IT supplier(s) contracted to deliver the support services for his area of responsibility to enable the delivery of a high-quality service to end users. 

He also ensures Service Support and Service Delivery processes are in place and being followed to meet business needs. This position is also a stakeholder facing role that requires expectations to be established and managed within the business and the drive the respective IT team(s) to achieve those expectations.

Responsibilities :

  • * Coordinates operations end-to-end, also Performance check and SLA breach per service and applicable providers

    * Monitors implementation of the Service Management processes within the vendor(s), as well as end-to-end “business need fulfillment” time for each Key Vendor (ensure SLA)

    * Reviews performance and quality of the entire project and service portfolio based on a standardized scorecard for the individual applications and project(s)

    * Coordinates resolution of possible disputes or issues among Key Vendors (related but not limited to Underperformance and Chronic Underperformance)

    * Periodically controls volumes according to needs of Performance management reporting office, Demand Management.

    * Controls and Coordinates supplier(s) Incident coordinator, Problem manager, Problem analyst.

    * Part of acceptance procedure and approver for go live of new services and change requests

    * Controls and monitors the daily execution of support contract(s) in his area of responsibility

    * Supports PMO in any planning / budget report activities

    * Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

    * Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

    * Provide regular and accurate management reporting on IT Service performance

 

 

Experience & Knowledge : Minimum 2-5 years under SAP SuccessFactors

 

 

  • Experienced on Service Management
  • Experience in SAP SuccessFactors
  • Experience in SAP SF Integration Center/ SCPI
  • Ability and interest to understand HR processes.
  • Ability handle multiple tasks.
  • Interest for interfaces/ API.
  • Able to work in a multi-cultural context with team based in different countries (France, Switzerland, Germany, Belgium, Morocco…)

 

IT Skills :

  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Able to do/control integration Testing
  • Able to support Business in their UAT, bugs/incidents and changes analysis
  • Ability to understand HR needs with a global view on transversal HR activities

 

Soft Skills:

  • Good listener, analysis and ability to simplify complex things for wider understanding.
  • Excellent written and verbal communication.
  • Speaking, reading and writing English / French
  • Strong experience in business process analysis, designing and validation
  • Teamwork: work as part of a team
  • Good understanding, analytical and synthesis skills
  • Able to manage and prioritize tasks and time efficiently

  • Able to demonstrate initiative and a proactive approach to daily tasks

 

We will offer:

  • Competitive salary & bonus system.
  • Challenging opportunities and professional development.
  • Working in an international global company.
  • Dynamic and professional team.

 

Les 20 000 femmes et hommes de Worldline sont tous différents mais partagent les mêmes valeurs. Vous pouvez le voir dans la façon dont nous nous comportons. Nous sommes curieux et humbles - nous apprenons tous les jours, nous simplifions les choses et tout le monde s'engage. Dans notre industrie qui évolue rapidement, nous sommes flexibles et ne cessons d'apprendre . Chacun démontre le même dévouement à la qualité et à l'efficacité. Nous avons un esprit entrepreneurial et un sens du service. Et surtout, nous ne tournons jamais le dos à un défi. Ces valeurs nourrissent une équipe dynamique et novatrice où chacun peut se développer et grandir.