Title:  Senior Consultant- Service Delivery

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
 

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. As Service Delivery Manager you are the first point of contact for the Business or for internal teams, for all demands related to your perimeter. Your main responsibilities are to identify the business needs and oversee the delivery of the production services in your scope. As part of  the delivery of the overall customer solution you apply existing processes to meet consistently, in a cost-effective manner, the agreed service level agreements for the services delivered by the operations teams.

Day-to-Day Responsibilities

• Develop a solid knowledge of your service,

• ensure you have all necessary documentation, schemas, defined OLAs and SLAs
• have an updated operating model (including handshake list, RACI matrix)

• Act as main stakeholder in Bid management process (RFP, arrow, …)
• Collect GBL satisfaction then propose/manage improvement plan with stakeholders support
• Manage the intake of demands coming from the GBL
• Follow ongoing projects related to your service and ensure the operational readiness before moving to production
• Manage the Service/Operational Level Agreements – measure; review & improve
• Build and maintain a service dashboard
• Develop a cost model per services and steer on Product profitability; adequate WBS must be created and used
• Manage the lifecycle of the service by taking into account aspects like:

• Technical roadmap
•  
• Technical obsolescence management
• Capacity management
•  

• Manage the overall quality of the services by ensuring (accountability) that following processes are being applied correctly

• Change and release management
• Incident management
• Problem management
• Patch management
• Risk management
• Configuration management

Who Are We Looking For

• You are proactive and know how to defend your ideas
• You are comfortable with English (C1)
• You are recognized for your rigor, your curiosity, your perseverance, and your analytical capacity
• You appreciate teamwork
• You are able to adapt your communication depending on your interlocutor
• You have a European mindset or experiences
• You have a stress resistance
• You have basic knowledge on IT and development
• Keen interest for RUN processes and continuous improvement
• Excellent written and verbal communication

• Technologies used
  • JIRA
  • MS Visio
  • MS Office
  • MS Project