ITIL Service Manager (process, SLM)

The Opportunity

The Candidate will join the IT Service management tribe and will be part of the Center Of Excellent division focused on the Financial Services (FS) operational and business domain. The Service management team is the entry point for internal customers and suppliers concerning processes, services operations deliver and is divided over multiple countries. Your daily tasks will concern the lead, coordination, reporting and analysis of one or more ITIL and delivery processes. Knowledge of multiple processes is a must, but a clear focus area will be given once added to the team.

Priority will be given to people who have proven experience of operational ITIL processes (ServiceNow tool) with expertise on DEVOPS / Agile delivery way of working (Jira tool) and coordination, communication skills.

Knowledge about compliance regulations like DORA, EBA, etc. is seen as a plus.

Day-to-Day Responsibilities​

• FS Process ownership of Third Party risk, Service Level and Change Delivery (CD) processes
• Execute regular performance monitoring with business owners for third parties in scope
• Review internal control reports from providers, third party risk/due diligence results
• Regular reporting to local BoD regarding third parties in scope
• Support business owners to keep up-to-date the register of outsourcings/ICT providers
• Align with business owners, Legal, Compliance and Procurement regarding third party contractual topics
• Lead of SLA Managers for corporate SLA/SLO monitoring and reporting
• Ensure improvement actions for SLA/SLO breaches
• SLA/SLO reporting to the Management (FS board)
• Product ownership of Jira E2E CD flows used for change delivery
• Ensure harmonized CD process cross FS business division(s)
• Lead and coordinate migration initiatives on target delivery toolset (Jira)
• Ensure processes are documented, understood and applied within FS business divisions
• KPIs reporting to the Management
• Act as SPOC in case of audits (process wise, not content wise)

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Profound experience in process management applied to ITIL and Delivery processes. Compliance is a plus
• Consolidated experience (> 5 years) with ITIL service management processes (i.e. SLA management)
• Proven experience (> 2 years) with DevOps/Agile way of working for delivery (Jira tool)
• Advanced Office 365 + / Excel user as well as ITSM tooling (i.e. Jira, ServiceNow)
• Higher professional education (working and thinking level);
• Certified ITIL foundation + one or two relevant intermediate;
• DevOps/Agile foundation certified;
• Actual work experience (minimum 5 year’s);
• Banking (Financial services) knowledge;
• Ability to communicate, interact and coordinate in matrix / multi country environment;
• You are result oriented and focus on quality of delivery
• You are dynamic, agile and positive, with a proactive mind
• Effectively communicate with all customer segments (internal and external) and colleagues
• Your English is at very good level

Perks & Benefits

At Worldline you’ll 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.
• Work in an international environment with cutting edge technologies.
• Enjoy a wide range of benefits: medical insurance, pension found, tickets restaurant, company bonus, 50% of remote working.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

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.