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Service Delivery Manager // Change Management F/M 1

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Publish Date: Nov 25, 2021

Location: Zaventem, Vlaams-Brabant, BE

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 12,000 people worldwide, with 2019 revenue of circa 5.3 billion euros. worldline.com

Worldline is a global leader in the fintech market, with more than three decades of experience. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide. We are shaping the future of payments. Innovation is on our roadmap, ITIL, Agile Scrum is in our DNA, the Spotify framework inspires us.

 

Department

Service Delivery

Reports to

IT Tribe Lead

 

Job content

You are the guardian of the customer experience for the operational services delivered by IT.

 

To reach that objective, you focus on the following aspects of the processes controlled by Platform Operations:

  • Incident Management & Service requests: you follow up to resolution the progress of the most important incidents and requests, organize and chair taskforces when required, and provide incident reports for the major incidents to the Operations department and to the Management;
  • Monitoring Management: Engage in various monitoring-related projects as new requirements come from management and business (e.g: merchant, VIP transactions processing).
  • Problem Management: you ensure that the correct priority is given to key problems resolution and that appropriate feedback is provided to the impacted customers via Customer Care and the Operational Relationship Managers (ORM’s). You facilitate the Problem Management execution by organizing proactive and reactive PM sessions to determine actions to be taken, and following up regularly the agreed actions with the support teams in charge;
  • Service Level management and reporting: you focus the efforts of IT support teams to ensure that Ogone meets its contractual obligations towards its customers, especially the VIPs, for the 2 processes mentioned above, and you provide performance reports to the ORMs for the key accounts.

 

In addition, to help the Management improve the services delivered:

  • You provide regular management reporting on the performance of the service delivered, for the 3 processes above, with your recommendations for improvements (including effectiveness and efficiency);
  • You maintain the Service catalogue of Platform Operations to ensure that it meets the requirements of its internal clients while remaining in line with the mission of the team;
  • In close collaboration with the Release managers/coordinators, the project managers, the development and infrastructure teams, you ensure that the necessary handover (documentation, training, knowledge transfer, warranty period…) is provided towards Platform Operations and Customer Care for all changes brought to the Platform;
  • You organize and chair the committee coordinating the Salesforce ticketing evolution, as deputy Business Owner for this application;
  • You take part in the review of clients’ SLA’s, assisting Legal; you propose then improve regularly a framework to simplify and increase the effectiveness of the SLA negotiations.

 

Profile

  • Demonstrated experience of coordinating the efforts of multiple teams to solve major issues
  • Stress resistant, you remain client-focused and solution oriented at all times, even in the most complex situations
  • Strong functional knowledge of the Ogone Platform is required
  • Process minded, you are systematic in your follow-up of agreed actions
  • Good negotiator, you influence the priorities of the support teams to ensure that discipline is applied in the execution of the operational processes of IT
  • Thanks to your IT education (Bachelor degree in IT or equivalent by experience), you have a good understanding of both the infrastructure and application development aspects of an IT organization and are able to lead constructive discussions with developers and system engineers.
  • Fluent in English, and French or Dutch, any other language being an asset

Skills

Languages:

  • Fluent in English (corporate working language)
  • Knowledge of French and/or Dutch is a plus

Background:

  • Practical experience working with an IT Service Management framework like ITIL
  • Bachelor degree in IT or equivalent from experience (>2-3 years experience in a NOC environment would be an asset)
  • >4-5 years experience in IT
  • A first relevant experience within a service oriented environment, or the ability to demonstrate these skills
  • Either your primary area of expertise is around Windows systems and you have a good understanding of networks, or vice-versa
  • Functional or technical background in the Payments/Banking/Finance sector is a plus

 

Soft skills:

  • Natural flair for interacting with people;
  • With a clear drive for result and problem solving skills, you plan and prioritize daily tasks 
  • Responsible and reliable, you take ownership of issues till problem resolution and lead by example to increase the ownership within your team
  • You remain calm when dealing with difficult situations, and you respond effectively to changing circumstances
  • Good communication skills: you are able to work with different profiles and personalities, you adapt your communication styles accordingly
  • Thanks to your good analytical skills, you quickly understand complex matters
  • With your capacity and willingness to take part in the definition, implementation, improvement and execution of processes and procedures, you help the team become more effective in handling growing volumes of requests
  • You escalate appropriately to your management, you know when to report issues and important milestones.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.


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