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Service Delivery Manager // Change Management F/M

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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 & Platform Run eCommerce

Reports to

IT Tribe Lead

Job content

 

Reporting to the IT Tribe Lead, 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:

  • Change Management: you respond to request from business, development team and infrastructure teams. You process the change through the different processes and assess the potential impact/risk of the changes to ensure platform stability is ensured at all times. The challenge is to find the correct balance between potential impact/risk and business deliveries. In case of potential impact/risk, the Change Manager will provide the appropriate feedback to the impacted customers via the Operational Relationship Managers (ORM’s) and Communication Team. You also have a close collaboration with Release Manager and its process.
  • Facilitating Changes: you respond to certain business needs which have to be related by Service Delivery. In these cases the Change Manager is the facilitator and prepares, organizes and executes the activity with dedicated resources from different teams. 
  • Backup Incident Management & Problem Management: you will be facilitating the the incident and problem manager.
  • 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 3 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, mainly for Change Management, but also for the 2 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 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 ensure the change is processed and executed in a controlled way with as less impact as possible.
  • 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; French and/or Dutch are additional assets.

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
  • 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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