Service Manager
il y a 2 semaines
Worldline Core Operation Services department provides transversal IT production services to all Worldline Business lines around the world. We focused on real time monitoring for major international services (secured payment, high-tech services, web sites). As a service oriented department, we are experts in supervision, fast incident response and related tools. Our full team is made up of 120 people located in different European countries (Belgium, Bulgaria, France, Germany, the Netherlands, Poland).
As Service Delivery Manager for Core Operation Services, your role is to ensure the overall quality of the services we deliver.You are accountable of the OLA on a day to day basis. You will define, set and follow the agreed KPI with the Core Operation Services managers.
You are regularly challenging the department managers to ensure their services and all related means are at high performance level and aligned with business needs. In case of deviation, you will ensure there is a related action plan and report to the management.
You are in constant relation with our internal customers to gather their needs and identify potential improvement. Based on this, you will be able to propose process improvement and adapt our department strategy.
You are maintaining a clear service catalogue and promote our services to the overall company.
In case of a degradation of our services, you are the single escalation point for the customer. You have to organize and manage the crisis management cell, set up action, and ensure communication with the customer. You also ensure problem management and ensure that all changes done inside the department will have no impact for our customers.
**Main Skills**
- Valuable experience in delivering production services in a challenging international environment.
- Good and effective communication and leadership (influence) skills
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Very good customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Ability to manage and prioritize tasks efficiently
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills
**Languages**:
- French fluent is mandatory,
- English intermediate level (B2).
- Dutch, German are a plus.
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