Service Delivery Manager Senior

The Operations Division continues to adapt its organization to address the new challenges and the internationalization of Worldline.
To support this fundamental evolution of our basic missions:

Deliver End-to-end services for business unit

Run the Production Center Digital Services application

Monitor & control the design and roll-out technical architectures and solution for production in liaison with Central Architecture and Business teams

Support Local and Global Product Lines with our technical expertise

The Service Delivery Manger (SDM) is a member of a Digital and Fraud division.

SDM is the first Point of Contact for Local and Global Product Lines for all topics related to delivery of the services within her/his perimeter.

Managing End-to-end Delivery includes :

• SLA/OLA review
• Follows up on SLA/OLA including security and compliance requirements.
• Manage local Change Advisory Board and ensure that all related changes are passing the existing governance bodies like National of International Change Advisory board (local and Global).
• Be actor in incidents & problems on the scope he/she is in charge of.
• The SDM is responsible for the complete lifecycle of a specific service or group of services. This lifecycle includes:

• Application Knowledge
• Technical need analyses
• Technical concept definition design costing
• Service production deployment
• Production readiness before delivery
• Delivery service management and evolution
• Budget and forecast for defined services
• Pre-Sale activities (RFI/RFP and related internal processes)

This position requires a strong customer focus strong organizational skills knowledge of Information Technology capabilities financial knowledge related to Budget and Forecast Costs and Revenues.

The job needs the ability to lead multidisciplinary teams to envision help on design and implement robust IT services. Within this scope he/she has clear skills to manage technical units as delivery units for technical services.

Major Functional Areas:

• Service design

Analyze demand specify requirements with architect services support (ARB) cost deployment and RUN part of the service (global and local).

Establish operating agreements processes and service levels with Business.

• Service Deployment & Delivery

Monitor & Control service production implementation (investments planning process configuration tests)

Understand business at functional and technical flows level to provide guidance to technical teams.

Assess together with Ops team impact on SLA/OLA and define common improvement plan.

Ensure that the Change and Release management processes are respected.

Ensure the production readiness before any delivery in production. The called Promote to production for any new IT item or new software component is under the SDM responsibility.

In case of incidents manage operational teams to restore service fix short term issues and manage mid-term problem resolution

Manage the interface with internal customers on operational level.

Save guard quality availability and continuity of the service delivery.

Control production services costs using the enterprise service costing model.

• Service Management Planning

Manage capacity planning in regard of the business trends.

Work with the Business to identify new Service needs and opportunities or major structural changes on existing Services.

• Graduate degree in informatics or in a cognate discipline or comparable proficiency
• Capacity and will to work with and learn from the other members of the team.
• Ability to collaborate with multidisciplinary teams at an international scale. Open to cultural differences
• Customer focus good planning and organizing skills
• Ability to act with customer orientation and be attentive and responsive to customer concerns based on an operational interconnection.
• High Initiative decisiveness customer orientation goal-oriented and assertive behavior
• Good and widespread technical background (Network System Engineer Database Administrator) is an asset
• Knowledge about payment services would be appreciated.
• Stress resistant and ability to adapt to tight deadlines and dynamically changing priorities
• Knowledge in standards related to IT (ie PCI DSS ISO standards ISAE 3402).
• French spoken and written is mandatory for this position. Main clients are major French banks and French is key in the ecosystem.

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:

Hybrid Working Policy

Gift vouchers on the occasion of Christmas/Easter Holidays

Private medical services

21 vacation days/year

Referral bonuses for new hires recommended by you

WFH & Flexible Working Hours

Full access to the Learning platform