IT Service Deliver Manager (SDM) - SAP BI (F/M)
Worldline
Bezons , Ile-De-France, FR
il y a 1j

A propos de Worldline

Worldline Euronext : WLN est le leader du marché européen dans le secteur des services de paiement et de transaction. L’innovation étant au cœur de son ADN, les offres principales de Worldline incluent l’acquisition commerciale paneuropéenne et nationale pour les entreprises physiques ou en ligne, le traitement sécurisé des transactions de paiement pour les banques et les institutions financières, ainsi que des services transactionnels dans la billetterie électronique et pour les organismes publics nationaux.

Grâce à une présence dans plus de 30 pays, Worldline est le partenaire de paiement de choix des commerçants, des banques, des opérateurs de transports publics, des agences gouvernementales et des entreprises industrielles, pour la fourniture de services numériques de pointe.

Les activités de Worldline sont organisées autour de trois axes : les Services aux commerçants, les Services Financiers délivrés notamment par equensWorldline et la Mobilité & Services Web Transactionnels.

Worldline emploie environ 11 000 personnes dans le monde et son chiffre d’affaires pro forma est estimé à environ 2,3 milliards d’euros par an. worldline.com.

Job Title

IT Service Deliver Manager (SDM) SAP BI (F / M)

Purpose :

The IT Service Delivery Manager oversees and controls the selected IT supplier(s) contracted to deliver the support services for his area of responsibility to enable the delivery of a high-quality service to end users.

He also ensures Service Support and Service Delivery processes are in place and being followed to meet business needs. This position is also a stakeholder facing role that requires expectations to be established and managed within the business and the drive the respective IT team(s) to achieve those expectations.

The area of responsibility of the SDM is the SAP reporting applications (SAP Hana, BW and Business Object).

Reporting To

Service manager Director

Responsibilities

  • Coordinates operations end-to-end, also Performance check and SLA breach per service and applicable providers
  • Monitors implementation of the Service Management processes within the vendor(s), as well as end-to-end business need fulfillment time for each Key Vendor (ensure SLA)
  • Reviews performance and quality of the entire project and service portfolio based on a standardized scorecard for the individual applications and project(s)
  • Coordinates resolution of possible disputes or issues among Key Vendors (related but not limited to Underperformance and Chronic Underperformance)
  • Periodically controls volumes according to needs of Performance management reporting office, Demand Management.
  • Controls and Coordinates supplier(s) Incident coordinator, Problem manager, Problem analyst.
  • Coordinates of the management of capacity and availability of resources and systems in cooperation with IT architecture team and Business Manager
  • Approves and aligns Key Vendor resource topics if related to execution of services
  • Handles escalations across Key Suppliers and 3rd party providers & vendors
  • Part of acceptance procedure and approver for go live of new services and change requests
  • Controls and monitors the daily execution of support contract(s) in his area of responsibility
  • Supports PMO in any planning / budget report activities
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Be an ambassador for Corporate IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Knowledge & Experience

  • Experienced Service Management professional
  • ITIL Qualified
  • Experience of managing 3rd parties and 3rd party delivered services
  • Experience on SAP HANA, BW and Business Object
  • Strong experience in business process analysis, designing and validation
  • Experience in large and international SAP reporting projects
  • IT skills :

  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Able to write design documents
  • Able to coordinate with the ABAP offshore factory.
  • Able to do / control integration Testing
  • Able to support Business in their Customer Acceptance Test, make the analysis of the bugs reported
  • Ability to understand reporting across multiple domains.
  • the knowledge of the SAP Atos / WL Nessie landscape and Atos GIT processes are a plus
  • Soft skills :

  • Excellent leadership and people management skills
  • Team spirit
  • Excellent written and verbal communication skills in English. French is a plus
  • Good listener, analysis and facilitation skills
  • Ability to simplify complex things for wider understanding
  • Excellent customer facing / customer service skills
  • Able to work under pressure and meet deadlines
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Valeurs partagées

    Les 11,000 femmes et hommes de Worldline sont tous différents mais partagent les mêmes valeurs. Vous pouvez le voir dans la façon dont nous nous comportons.

    Nous sommes curieux et humbles - nous apprenons tous les jours, nous simplifions les choses et tout le monde s'engage. Dans notre industrie qui évolue rapidement, nous sommes flexibles et ne cessons d'apprendre tout au long de la vie.

    Chacun démontre le même dévouement à la qualité et à l'efficacité. Nous avons un esprit d'entreprise et un sens du service.

    Et surtout, nous ne tournons jamais le dos à un défi. Ces valeurs nourrissent une équipe dynamique et novatrice où chacun peut se développer et grandir

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