Service Delivery Manager
il y a 1 semaine
**Incident manager**:
Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life - people like you. So if you are a highly skilled incident manager looking to make a real impact on the world, join our journey
**Your day-to-day responsibilities include**
You are the guardian of the customer experience for the operational services delivered by IT.
To reach that objective, you focus on the following aspects of the processes controlled by Platform Operations:
- Incident Management & Service requests: you follow up to resolution the progress of the most important incidents and requests, organize and chair taskforces when required, and provide incident reports for the major incidents to the Operations department and to the Management;
- Incident Management on duty: you will be part of the Incident Management on Duty Team to support first and second line engineers in case of important incidents outside business hours.
- Monitoring Management: Engage in various monitoring-related projects as new requirements come from management and business (e.g: merchant, VIP transactions processing).
- Problem Management: you ensure that the correct priority is given to key problems resolution and that appropriate feedback is provided to the impacted customers via Customer Care and the Operational Relationship Managers (ORM’s). You facilitate the Problem Management execution by organizing proactive and reactive PM sessions to determine actions to be taken, and following up regularly the agreed actions with the support teams in charge;
- Service Level management and reporting: you focus the efforts of IT support teams to ensure that Ogone meets its contractual obligations towards its customers, especially the VIPs, for the 2 processes mentioned above, and you provide performance reports to the ORMs for the key accounts.
In addition, to help the Management improve the services delivered:
- You provide regular management reporting on the performance of the service delivered, for the 3 processes above, with your recommendations for improvements (including effectiveness and efficiency);
- You maintain the Service catalogue of Platform Operations to ensure that it meets the requirements of its internal clients while remaining in line with the mission of the team;
- In close collaboration with the Release managers/coordinators, the project managers, the development and infrastructure teams, you ensure that the necessary handover (documentation, training, knowledge transfer, warranty period ) is provided towards Platform Operations and Customer Care for all changes brought to the Platform;
- You take part in the review of clients’ SLA’s, assisting Legal; you propose then improve regularly a framework to simplify and increase the effectiveness of the SLA negotiations.
**Skills we can't do without**:
- Demonstrated experience of coordinating the efforts of multiple teams to solve major issues
- Stress resistant, you remain client-focused and solution oriented at all times, even in the most complex situations
- Strong functional knowledge of the Ogone Platform is required
- Process minded, you are systematic in your follow-up of agreed actions
- Good negotiator, you influence the priorities of the support teams to ensure that discipline is applied in the execution of the operational processes of IT
**Languages**:
- Fluent in English (corporate working language)
- Knowledge of French and/or Dutch is a plus
**Background**:
- Practical experience working with an IT Service Management framework like ITIL
- Bachelor degree in IT or equivalent from experience (>2-3 years experience in a NOC environment would be an asset)
- >4-5 years experience in IT
- A first relevant experience within a service oriented environment, or the ability to demonstrate these skills
- Either your primary area of expertise is around Windows systems and you have a good understanding of networks, or vice-versa
- Functional or technical background in the Payments/Banking/Finance sector is a plus
**Soft skills**:
- Natural flair for interacting with people;
- With a clear drive for result and problem solving skills, you plan and prioritize daily tasks
- Responsible and reliable, you take ownership of issues till problem resolution and lead by example to increase the ownership within your team
- You remain calm when dealing with difficult situations, and you respond effectively to changing circumstances
- Good communication skills: you are able to work with different profiles and personalities, you adapt your communication styles accordingl
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