Service Manager

Apply now »

Publish Date: Jun 24, 2022

Location: Milano, Lombardia, IT

Company: worldline

ITIL Service Manager


About Worldline

Worldline is one of the leading and most innovative payment service providers in Europe. As experts in financial processing and software licensing we provide services to fulfill all needs of the dynamic European payments market. We process billions of payments, POS and ATM transactions per year. Obviously, all those transactions must be processed seamlessly, securely and efficiently. And that’s what we do. Being a central pillar of the wider Worldline Group, it’s our ambition to support our clients in keeping up with the rapidly shifting market demands. A challenging job, as the payments market – and therefore also our organization – is subject to continuous change. And you can contribute to achieving this goal!


The work environment Production Services  - (Governance)  service management

Production Services is the central technological and business related backbone. It is the central prerequisite for creating an efficient environment  that covers all geographies. We have an overarching responsibility for all Infrastructure and operational business applications . We are Responsible for IT infrastructure including outsourced infrastructure contracts and business related applications (with focus on RUN). Delivering 24x7 state-of-the-art services for the entire product portfolio supporting the organizational goals. Creating business value by delivering scalable, flexible, cost efficient and reliable infrastructure services. Continuously optimizing our services ensuring the best possible price and quality of service.



ITIL Service Manager


What will be your job?

You will be one of the service managers of the service management team within G&SM. The Service management team is the entry point for internal customers and suppliers concerning processes and services Operations delivers and is divided over multiple countries. Your daily tasks will concern the coordination, reporting and analysis of one or more ITIL processes. Knowledge of multiple processes is a must but a clear focus area will be given once added to the team. Priority will be given to people who have proven experience the Operational ITIL processes with experience on DEVOPS / Agile (looking to the new world that we foresee). So to summarize this you are able and capable to:


  • Translate corporate strategy into tactical procedures and instructions into ITIL processes (cross country);
  • Describe and maintain the ITIL processes which are in line with Operational way of working;
  • Coaching operational & Technical teams in working with the ITIL processes;
  • Able to find a perfect balance between corporate and operational goals;
  • Defines and steers on KPI’s to be able to improve processes and services;
  • Reports, analysis and improves processes and services (this could also mean on content level);
  • Being the entry point (together with your team) for the Operational departments;
  • Continuously searching for possible standardization opportunities;
  • Communicates with the internal clients, suppliers and the responsible teams also on Management level;
  • Willing to travel


What do you have to offer?

  • Capable to manage client facing support processes at a high level quality;
  • Operational experience with working on Agile / DEVOPS in combination handling ITIL processes
  • Experience with ITIL service management processes;
  • Able to work independently and asks for help when needed;
  • Ability to work in an international environment where client satisfaction and operational excellence is the main driver;
  • Ability to coordinate overarching topics with different teams and team members;
  • Effectively communicate with all customer segments (internal and external) and colleagues;
  • Collaboration and knowledge sharing between all team members and different management levels;
  • Client focus;
  • Pro-active;
  • Flexibility;
  • English (writing, reading and speaking) as this is the company standard;
  • Team player.


      Our selection criteria are:

  • Higher professional education (working and thinking level);
  • Certified ITIL foundation + one or two relevant intermediate;
  • Actual work experience (minimum 2/3 year’s);
  • Banking knowledge;
  • Basic technical knowledge.



What do we offer in return?

This is a full-time job of 37,5 hours a week. Working hours are determined after consultation with the manager. You will be based in Italy.



Job Segment: Service Manager, Manager, Customer Service, Management