Service Delivery Manager (m/f/d) - Referenz: 154188

Job Description

equensWorldline is one of the leading and most innovative payment service providers in Europe. As experts in financial processing and software licensing we provide services to fulfill all needs of the dynamic European payments market. Besides traditional payment services our platforms are also geared for mobile payments, instant payments, e-payments, e-mandates and e-identity transactions. Each year we process billions of payments, point-of-sale and ATM transactions. Obviously, all those transactions must be processed seamlessly, securely and efficiently. And that’s what we do.

Being a central pillar of the Worldline Group, it’s our ambition to support our clients in keeping up with the rapidly shifting needs and increasing demands of their customers. A challenging job, as the European payments market – and therefore also our organization – is subject to continuous change. equensWorldline is a truly European company with office locations in multiple countries and a broad, international client base in numerous countries across Europe.

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 be your job?

Service Strategy

• Is in charge of understanding and supporting the client strategy and deploying the global strategy. To achieve that, s/he will analyze demand, specify requirements, provide cost estimates and define the RUN part of the service (global and local).
• Establishes processes and service levels with Business, to support the delivery according the Service Level Agreements negotiated with the End Customer.

Service Deployment & Delivery

• Is accountable for the correct implementation of a service in production (including investments, planning, process, configuration, procedures, documentation and Go Live Approval)
• Is the customers’ single point of contact in case of problems and incidents.
• Manages problems as interface to customers on operational level.
• Works with financial teams to inform and control production services costs
• Adheres to with all technical or security requirements which are needed (incl. obsolescence management, vulnerability audits, etc.).

S/He is the Key element of communication between the PC, PS and the Customer and s/he has to take care of the relationship’s quality.

Service Improvement

• Manages capacity planning
• Defines a short/ medium / long term action plan, according to the PS strategy in service of the customer.
• Defines and implements Improvement Action Plans, to support the continuous improvement process.

What do you have to offer?

• Graduate degree in informatics or in a cognate discipline or comparable proficiency
• 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.
• Excellent written and communication skills, business fluent English is mandatory
• High Initiative, decisiveness, customer orientation goal-oriented and assertive behavior
• Good and widespread technical background (Network, System Engineer, Database Administrator) is an advantage
• Stress resistant and ability to adapt to tight deadlines and dynamically changing priorities
• Knowledge in standards related to IT (E.G. ITIL, PCI DSS, ISO standards)

Why work at equensWorldline?
Our culture is informal. Within our company, teamwork and clarity are very important, as well as customer-focus and a result-oriented approach. And of course...pleasure in our work! We work closely together with our colleagues in the different countries. English is our common language. As a result you really experience that you are part of a European, international company.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV, covering letter, certificates and letter of references stating your period of notice and your salary expectations.
The Worldline Goup does not discriminate on the basis of race, religion, color, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

We are committed to making reasonable adjustments to the applications process for people with disabilities.