drjobs Head of Service Delivery & Performance

Head of Service Delivery & Performance

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1 Vacancy
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Job Location drjobs

Amsterdam - Netherlands

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Head of Service Delivery and Transformation

Hoofddorp


This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly simply and securely. We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. 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

We are seeking a strategic results-driven leader to spearhead our Service Delivery and Transformation initiatives. The Head of Service Delivery and Transformation will be responsible for driving continuous improvement optimizing operational processes and leading large-scale transformation projects aligned with organizational goals. This position requires a deep understanding of service management process optimization people leadership and technology enablement to deliver exceptional customer experiences and operational excellence.

Day-to-Day Responsibilities

Transformation & Continuous Improvement
Lead strategic initiatives to improve service delivery efficiency and operational performance.
Identify process bottlenecks and implement best practices to foster a culture of continuous improvement.
Develop and manage continuous improvement programs to enhance KPIs and service quality.

Target Operating Model (TOM) Development
Design and refine the Target Operating Model aligned with business objectives.
Establish scalable efficient and effective processes ensuring seamless service delivery.

Order to Cash (O2C) & P2R Process Optimization
Assess current O2C workflows identify inefficiencies and implement improvements.
Collaborate with finance sales and customer service teams to streamline invoicing collections and cash flow processes.
Monitor and analyze KPIs such as cycle times DSO and collection efficiency.

Reporting & Dashboard Development
Develop comprehensive dashboards and reports to provide visibility into operational KPIs.
Use data-driven insights to inform decision-making and strategic planning.

Service Readiness & Change Management
Lead project planning for operational readiness including process documentation and resource planning.
Ensure successful implementation of projects through effective change management strategies.

Budget & Cost Management
Oversee budgets related to service delivery ensuring cost efficiencies.
Identify opportunities for cost optimization while maintaining high service standards.

Automation & Technology Enablement
Drive automation projects to reduce manual effort and improve process efficiency.
Stay updated on emerging technologies and evaluate their potential impact on service delivery.

Stakeholder Engagement & Communication
Act as a liaison among operational teams leadership and stakeholders.
Facilitate clear communication to align initiatives with organizational goals.
Build and nurture strong relationships across all levels to promote collaboration and shared success.

Strategic Objectives & Outcomes:
Enhance service quality and increase customer satisfaction.
Improve operational efficiency and reduce cycle times and costs.
Drive business transformation and process automation initiatives.
Strengthen O2C processes to maximize revenue.
Ensure operational readiness and manage operational risks proactively.
Achieve transparency and enable data-driven decision-making through dashboards and KPIs.
Foster a culture of collaboration continuous improvement and service excellence.


Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show whats next people with passion can-do attitude and a hunger to learn and practice this means:

Bachelors degree in Business Administration Operations or related field; Masters preferred.
Proven experience (8 years) in service delivery process improvement or operational excellence roles.
Strong leadership and change management capabilities.
Expertise in process optimization project management and automation.
Experience with Order 2 Cash cycles and financial processes.
Analytical mindset with proficiency in reporting tools and KPI/ SLA management.
Excellent stakeholder engagement and communication skills.
Ability to lead cross-functional teams and manage large-scale transformation projects.


Perks & Benefits

At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:
Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
Work with inspiring colleagues and be empowered to learn grow and accelerate your career..
At Worldline our top priority is to engage encourage and develop you to help you improve your fact we have comprehensive training and development programs in place demonstrating our dedication to developing your career.


Shape the evolution

We are pushing towards the next frontiers of payments technology and we look for big thinkers to join our journey. People with passion can-do attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. And with our empowering culture strong technology and extensive training opportunities we help you accelerate your career. Wherever you decide to go. Join our global team of over 18000 innovators across 40 countries and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race religion color 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 any applicable legally protected characteristics.


Required Experience:

Director

Employment Type

Full-Time

About Company

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