IT Service Delivery (SD) - SAP SuccessFactors (F/M)

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Publish Date: Jan 1, 2022

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

Company: worldline

About Worldline

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. 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 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.



Why work at Worldline?
Our success comes from strong skills, new ideas, diverse points of view and the energy of all women and men from Worldline. Not only do they represent our Human Capital, they are also key players in our success. We make managing our talents a major asset in the success of our business.
At Worldline, we do more than just managing our talents. It is our top priority to involve them, inspire them, and develop them. In line with our guiding principle “Build your career and grow with us”, it is our mission to ensure that their potential can grow and flourish through the numerous development programs and career opportunities we offer.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Worldline is an equal opportunity employer. All applicants will be considered for employment without attention to their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.

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