IT Process Service Manager (PSM) - Reporting and Controlling (F/M)

Contenu de l'offre IT Process Service Manager (PSM) - Reporting and Controlling (F/M) chez worldline

About Worldline

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com Job Title
IT Process Service Manager (PSM) – Reporting and Controlling (F/M)

Purpose:
The principal purpose of the IT Reporting and Controlling Process Service Manager is to lead in the design, implementation and ongoing improvement of all Service Management process and IT operations by providing and evaluating key measures. The key focus of this position is to work with Process owners, delivery teams and third-party suppliers, to create a consolidated, comprehensive reporting on the end2end performance of the IT Support operations. The position will work closely with peers in other IT processes to establish and adopt best practices in line with Corporate IT and business requirements. In the long run, an alignment with existing Production Services processes is also an important target.

Reporting To
Service Manager Director

Responsibilities
Design and create the specifications for the reporting environment of IT operations by defining the needed metrics, reports and schedule Lead the work with supplier to implement it in a timely fashion Drive the reporting roadmap and needs for operational reporting on ServiceNow service management tool. Liaise with the other Process Managers and support teams to improve and streamline the reporting environment Analyze the results of the reports & metrics, work with the respective process owners or support teams and make recommendations to improve deficiencies. Work with the support teams to enhance reporting for the daily operations Support the supplier review processes by delivering accurate data regarding their performance Producing management information in time and in the expected quality

Qualities & Skills
Experience & knowledge of ITIL processes, especially Service Management Practices (v4) or Service Operation (v3) Knowledge of reporting and data analytics platforms Experience in ServiceNow reporting Strong analytical skills Strong Customer-Facing Skills to facilitate communication with business stakeholders and IT organization. Strong Written and Verbal Communication in English Self-Motivated

Shared values
The 11,000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow. Your Application
If you wish to apply for this position
Worldline is an equal opportunity employer. All applicants will be considered for employment without attention to their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.