Service Delivery Manager - Senior

The opportunity

The Service Delivery Manger (SDM) is a member of a Digital and Fraud division.

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.

Day-to-day responsibilities

• 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.

Ensure the production readiness before any delivery in production. The called Promote to production for any new IT item, or new software component is under the SDM responsibility.

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.

Who are we looking for

• 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.


• 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


• Knowledge in standards related to IT (ie PCI DSS, ISO standards, ISAE 3402 …).


• Indicative GCM : SDM level depending experienced.


• French spoken and written is mandatory for this position. Main clients are major French banks and French is key in the ecosystem.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Hybrid Working Policy


• Gift vouchers on the occasion of Christmas/Easter Holidays


• Private medical services


• 21 vacation days/year


• Referral bonuses for new hires recommended by you


• WFH & Flexible Working Hours


• Full access to the “Learning” platform

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 jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.