Service Delivery Manager

Worldline

Melbourne, Victoria, Australia

Full-time

Merchant Acquiring & POS / Delivery

Jul 21

The Opportunity:

This role in Worldline Services Australia’s (WSA) Production Services (PS) team is responsible for defining and driving the implementation and execution of the IT Services that the PS Team operates and supports in Australia. The Service Delivery Manager (SDM) is internal business-facing, collaborating with all appropriate Worldline local and global stakeholders to identify and define business (Worldline) requirements, then to drive and oversee the delivery of the services satisfying those requirements, into production. The role is also responsible for the ongoing IT service management of the production environment, ensuring business and customer expectations (i.e. Service Level Agreement (SLA) and Operational Level Agreement (OLA) requirements) are met.

Your day-to-day responsibilities include:

  • Driving the implementation and ongoing execution of IT Service Management (ITSM) processes primarily Incident, Change/Release, Problem, Configuration/CMDB and Capacity Management in the production environment by working closely with WSA process owners and practitioners to ensure our People are ready, the Processes are effective, and the right supporting Technologies are employed. You will also be involved with driving the quality of other ITSM processes like Event, Knowledge, Service Level and Availability Management.
  • Defining and establishing appropriate SLA and OLA levels for the above ITSM processes in production by understanding the Business and Customer requirements, and then driving their implementation by WSA and WL operational resources.
  • Determining Continuous Service Improvement (CSI) and Service Improvement Plans (SIP) where SLAs and OLAs are not met, then coordinating the technical and functional resources to implement those plans to achieve measurable outcomes.
  • Project Management ownership of technology or capability implementations that have a specific start and end date, involving defining resources/scope/schedule, then driving execution by the team.
  • Program Management of the abovementioned IT Service Management processes, to continuously improve process maturity and operational excellence in those areas.
  • Participating in the global SDM community to understand global initiatives/priorities so that those can be delivered locally, and scaled regionally as appropriate.

Skills and Experiences You Will Possess:

  • University degree in Engineering, Computer Science or an equivalent level of technology experience.
  • Extensive hands-on experience in IT Service Management and with implementing ITIL frameworks/processes in large production environments.
  • Tactical experience in supporting and optimising production IT services, especially in the areas of Incident, Change, Problem, Configuration and Service Level Management.
  • Demonstrable Project and Program Management experience, working across functional and technical boundaries.
  • Rigorous analytical skills that underpin your precise attention-to-detail in defining the Service Improvement Plans and Continuous Service Improvement activities you have delivered in your past roles.
  • Ability to work in an international environment and within a matrix organization.

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