Service Delivery Problem Manager
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Job Summary
Who we are
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly simply and securely. We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape the evolution.
Opportunity
We are looking for an energetic ITIL skilled problem manager with a broad technology experience to join our team.
About the team
Worldline Service Australia (WSA) delivers end-to-end payment services and technology support to Worldline clients within the Australian market. Our team focuses on ensuring reliable payment processing proactive service management and a superior customer experience through robust operations incident response and continuous improvement.
Our Team
The Service Delivery function provides operational governance customer engagement and IT Service Management capability for Worldline Service Australia. The team is responsible for ensuring payment services remain stable resilient and continuously improving through effective operational processes customer governance and service assurance.
The Problem Management and Business Continuity function plays a critical role in improving service reliability by eliminating recurring issues strengthening operational resilience and ensuring Disaster Recovery capabilities remain fit for purpose.
Your mission
Lead the Problem Management and Business Continuity disciplines across Worldline Service Australia by driving permanent resolution of recurring incidents improving platform stability and ensuring Disaster Recovery capabilities are maintained tested and continuously improved.
The role provides governance across Problem Management Root Cause Analysis Known Error Management Business Continuity and Disaster Recovery planning while working closely with engineering infrastructure operations and customer stakeholders.
Day-to-day responsibilities
Problem Management
Own the ITIL Problem Management practice.
Lead investigations into recurring and high-impact incidents.
Facilitate Root Cause Analysis (RCA) workshops.
Ensure corrective actions are assigned tracked and completed.
Maintain the Known Error Database (KEDB).
Monitor recurring incident trends.
Produce executive problem management reporting.
Drive continual service improvement initiatives based on operational data.
Disaster Recovery Governance
Own the Disaster Recovery testing schedule across all production platforms.
Develop and maintain the annual DR testing calendar.
Coordinate application owners infrastructure teams and third-party vendors for testing activities.
Ensure all DR tests are documented approved and executed.
Track remediation actions arising from DR testing.
Report DR readiness and compliance to leadership.
Identify risks that may impact recovery capability.
Recommend improvements to recovery processes.
Who are we looking for
Significant experience in IT Service Management.
Demonstrated Problem Management leadership.
Strong understanding of ITIL v4.
Experience facilitating Root Cause Analysis.
Experience coordinating cross-functional technical teams.
Excellent written and verbal communication.
Strong stakeholder management.
Qualifications
Tertiary qualification in Information Technology Business or related discipline.
ITIL Foundation Certification (minimum).
Experience within financial services or payment systems.
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 youll 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 18000 innovators and shape a tomorrow that is yours to own.
Learn more about life at Worldline at
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.
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Required Experience:
Manager
About Company
Put the power of payment innovation to work with Worldline, Europe’s leading payment service provider.
