Service Delivery Manager

**Service Delivery Officer (M/F)**

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 **Service Delivery Officer (M/F),** looking to make a real impact on the world, join our journey

The opportunity

Within the broader equensWorldline organization, a separate unit has been setup to fully focus on the exiting and fast evolving world of the “Identity, Trust & Authentication” (ITA) as crucial element in the financial world and beyond. Today this includes following products and new ones are born each six months.

You will participate in the evolution of our solution Authentication to secure payments.

**Your day-to-day responsibilities include**

Within the broader equensWorldline organization, a separate unit has been setup to fully focus on the exiting and fast evolving world of the “Identity, Trust & Authentication” (ITA) as crucial element in the financial world and beyond. Today this includes following products and new ones are born each six months
- Access Control solution to secure e-commerce transactions and also access to digital bank, wallets and newer PSD2 XS2A use case,
- Mobile Payments where the smartphone is used as a card,
- Wallet solution itself, including a payment component,
- Solutions in the context of Mobile Protection.
**Signs of success**
- Work with internal stakeholder to assure and offer the best possible operations of the Identity trust and authentication products.
- Be a bridge between one hand the equensWorldline Corporate service desk and client delivery managers, and on the other hand the ITA operators.
- Daily incident/run follow-up: assure tickets are correctly assigned to impacted team.
- Align with different teams involved to provide optimal solution to the customer.
- Manage timely resolution and provide updates where required.
- Assure changes are correctly communicated to client.
- Event management: In case client has production events that impact the service, make sure that these are correctly communicated to the service teams.
- Identify improvements, evaluate their implementation and follow-up when approved.
- Project management for small projects related to product evolutions and maintenance
**Experience & Skills we'd like**
- Bachelors or Masters Degree or equivalent by experience
- A first experience in the area of Customer Service Is a plus
- Strong interest in technology is a must, hands-on experience with web technologies is a plus
- Solid organizational skills including attention to detail and priority management
- Excellent communication skills (oral and written) in English and French. Dutch is a plus
- Strong working knowledge of Microsoft Office
- Experience with ITIL and process improvement is a plus
- Experience in Financial and/or Payment Industry is a plus
**Perks & benefits**

Next to a rewarding salary, we offer you the following local benefits in this role:

- Health insurance
- Group insurance
- Depending on the level: company car with fuel card (or car allowance instead)
- Annual bonus depending on financials results of the company and fixed KPI’s
- Flexible working hours in addition to the remote working scheme
- Learning plan tailored to the employee’s needs

**Grow with us, create tomorrow**

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.