Service Delivery Manager

The Operations Division continues to adapt its organization to address the new challenges and the internationalization of EquensWorldline.

To support this fundamental evolution of our basic missions:

- Deliver End-to-end services for business unit
- Monitor & control the design and roll-out technical architectures and solution for production in liaison with Central Architecture and Business teams
- Support Local and Global Product Lines with our technical expertise

**Overview**:
The Service Delivery Manger (SDM) is a member of a Production Center.

SDM is the first Point of Contact for Local and Global Product Lines for all topics related to delivery of the services within her/his perimeter.

Managing End-to-end Delivery includes:

- SLA/OLA review
- Follows up on SLA/OLA, including security and compliance requirements.
- Manage local Change Advisory Board and ensure that all related changes are passing the existing governance bodies like National of International Change Advisory board (local and Global).
- Manage incidents & problems on the scope he/she is in charge of.
- The SDM is responsible for the complete lifecycle of a specific service or group of services. This lifecycle includes:

- Application Knowledge
- Technical need analyses
- Technical concept definition, design costing
- Service production deployment
- Delivery, service management and evolution
- Budget and forecast for defined services
- Pre Sale activities (RFI/RFP and related internal processes)

This position requires a strong customer focus, strong organizational skills, knowledge of Information Technology capabilities, financial knowledge related to Budget and Forecast, Costs and Revenues.

The job needs the ability to lead multidisciplinary teams to envision, help on design and implement robust IT services. Within this scope he/she has clear skills to manage technical units as delivery units for technical services.

**Major Functional Areas**:

- **
Service design**

Analyze demand, specify requirements with architect services support (ARB), cost deployment and RUN part of the service (global and local).

Establish operating agreements, processes and service levels with Business.
- **
Service Deployment & Delivery**

Monitor & Control service production implementation (investments, planning, process, configuration, tests, )

Understand business at functional and technical flows level to provide guidance to technical teams.

Assess together with Ops team impact on SLA/OLA and define common improvement plan.

Ensure that the Change and Release management processes are respected.

In case of incidents, manage operational teams to restore service, fix short term issues and manage mid-term problem resolution

Manage the interface with internal customers on operational level.

Save guard quality, availability and continuity of the service delivery.

Control production services costs using the enterprise service costing model.
- **
Service Management Planning**

Manage capacity planning in regard of the business trends.

Work with the Business to identify new Service needs and opportunities or major structural changes on existing Services.

**Qualification / Competencies**
- Graduate degree in informatics or in a cognate discipline or comparable proficiency
- Capacity and will to work with and learn from the other members of the team.
- Ability to collaborate with multidisciplinary teams at an international scale. Open to cultural differences
- Customer focus, good planning and organizing skills
- Ability to act with customer orientation and be attentive and responsive to customer concerns, based on an operational interconnection.
- Excellent written and communication skills, business fluent English is mandatory
- Dutch, French, German or Italian are a plus
- High Initiative, decisiveness, customer orientation goal-oriented and assertive behavior
- Good and widespread technical background (Network, System Engineer, Database Administrator) is an asset
- Knowledge about payment services would be appreciated.
- Stress resistant and ability to adapt to tight deadlines and dynamically changing priorities
- Ability to travel
- Knowledge in standards related to IT (ie PCI DSS, ISO standards, ISAE 3402).
- Indicative GCM : SDM level depending experienced.

**Location**: France