Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
  • Languages
    English Italian
  • Experience Required
  • Degree Required
    • Province
      90 reviews
    • Date Posted
      May 04,2021
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK
    • internship package

    Service Delivery Manager

    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.

    The Work Environment
    The Production Center Account Payments delivers payments production services. Customer satisfaction, cost efficiency and stable and reliable production is a central focus point in our daily activities and basis for continuous improvement.
    Projects and changes delivered by the Account Payments division need to be adapted managed and deployed by the PCAP in a structured and pro-active way ensuring production stability. The PCAP is supporting various payments products like SWIFT, European Payments products, Trusted Transactions and Italian Payments.
    What will your job look like
    Service Strategy
    • Establishes processes and service levels with Business, to support the delivery according the Service Level Agreements negotiated with the End Customer. To achieve that, s/he will analyze demand, specify requirements, provide cost estimates and define the RUN part of the service (global and local).
    Service Delivery
    • SDM act as first point of contact for requests from the business unit to implement new services. He / She is responsible to centralize all requests (RFI, RFP, Projects for new services) to ensure that all needed information are available to process (e.g. project target, scope, time frame, desired solution, service description, RACI).
    • SDM is always in close contact with Project Management to define and follow up / check on all needed operational readiness actions (acceptance criteria) to ensure a smooth implementation of the new service.
    • SDM is working closely together with PRE-SALES to provide needed effort calculations (FTE, financial investments) for RFPs (request for proposals). Gathering of needed investments / costs for BUILD and RUN of the supply chain to deliver the requested service.
    • Monitoring the operational performance according to SLA’s and compliance and involvement in P1 incidents.
    • Service Improvement
    • Manages capacity planning.
    • SDM is monitoring the service delivery on Incidents, SLA breaches, compliancy and is triggering (and partly leading) improvement activities to close actual gaps and to improve the service.
    Skills we can’t do without:
    • Graduate degree in informatics or in a cognate discipline or comparable proficiency.
    • Ability to collaborate with multidisciplinary teams at an international scale.
    • Excellent written and communication skills, business fluent English is mandatory.
    • High initiative, excellent analytical skills, customer orientation and solution focused.
    • Good and widespread technical background (Network, System Engineer, Database Administrator) is an advantage as well as experience in process and project management.
    • Stress resistant and ability to adapt to tight deadlines and dynamically changing priorities
    • Knowledge in standards related to IT (f.e. ITIL, PCI DSS, ISO standards)
    Contact information
    For further information about the position, please contact Maic Klingelhöfer, Team Manager Delivery Management Production Center Account Payments, tel 0049 162 420 3878.
    For questions about the process, you can contact Carolien Polman, Talent Acquisition Partner, tel. 06-27094029.

    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

    Open Positions from Worldline
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