Opportunity Awaits

Service delivery manager
Bangalore

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

As Service Delivery Manager you are the first point of contact for the Business or for PS internal teams, for all demands related to your perimeter.Your main responsibilities are to identify the business needs and oversee the delivery of the production services in your scope.As part of  the delivery of the overall customer solution you apply existing processes to meet consistently, in a cost-effective manner, the agreed service level agreements for the services delivered by the operations teams.Your perimeter consists of the RUN of the concerned service/application in Production and the Build and Run of the underlying infrastructure in Test and Production environments.

Day-to-Day Responsibilities​

• Develop a solid knowledge of your service,

• ensure you have all necessary documentation, schemas, defined OLAs and SLAs
• have an updated operating model (including handshake list, RACI matrix)
• ensure the CMDB is up to date

• Act as main stakeholder in Bid management process (RFP, arrow, …)
• Collect GBL satisfaction then propose/manage improvement plan with PS stakeholders support
• Manage the intake of demands coming from internal PS or from the GBL
• Follow ongoing projects related to your service and ensure the operational readiness before moving to production
• Manage the Service/Operational Level Agreements – measure; review & improve
• Build and maintain a service dashboard
• Develop a cost model per services and steer on Product profitability; adequate WBS must be created and used
• Manage the lifecycle of the service by taking into account aspects like:

• Technical roadmap
• Business roadmap
• Technical obsolescence management
• Capacity management
• Budget definition   

• Manage the overall quality of the services by ensuring (accountability) that following processes are being applied correctly

• Change and release management
• Incident management
• Problem management
• Patch management
• Risk management
• Configuration management

• Provide support to audits

• Facilitate audit execution inside PS
• Ensure, inside PS, the implementation of audit recommendations

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:

• You can manage and prioritize tasks efectivelly;
• Proven ability to lead change and drive CSI;
• Excellent communication skills, both verbally and written. Ability to foster collaboration and to provide clear instructions and purpose to the team;
• You master the principles fof ITIL for service management and Project Management;
• Motivation and passion for to delivery of superios, high quality IT Security services;
• 3 years previous experience as Service Delivery Manager or similar.

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 careers.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.