Service Delivery Manager

Job content

Context

As Service Delivery Manager you are the first point of contact for the Business or for PS (Production Services) 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.

Your perimeter consists of the RUN of the concerned service/application in Production and the Build and Run of the underlying infrastructure in Test and Production environments.

Function

· Develop a solid knowledge of your service,

· Ensure you have all necessary documentation, schemas, defined SLAs

· Have an updated operating model (including handshake list, RACI matrix)

· E-Ensure the CMDB is up to date

· Act as main stakeholder in Bid management process

· Collect Business satisfaction then propose/manage improvement plan with PS stakeholders support

· Manage the intake of demands coming from internal PS or 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

· Manage the lifecycle of the service by taking into account aspects like:

· Technical roadmap

· Business roadmap

· Technical obsolescence management

· Capacity management

· Budget definition

· 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

Qualification / Competencies

· Graduate degree in informatics or similar

· Confirmed experience as Service Delivery Manager or IT Project Manager

· Ability to collaborate with multidisciplinary teams at an international scale. Open to cultural differences

· Strong customer focus and highly customer oriented

· Strong organizational and planning skills

· High Initiative, decisiveness, goal-oriented and assertive behavior

· Stress resistant and ability to adapt to tight deadlines and dynamically changing priorities

· Good financial knowledge related to Budget and Forecast, Costs and Revenues.

· Good technical background of network, systems or databases is an asset

· Knowledge about card payment services is an asset.

· Knowledge in IT Service Management standards like ITIL; ISO standards; ISAE 3402 are an asset

· Excellent written and communication skills in English and French

· Ability to travel frequently

More Reasons To Join Us

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits.

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.