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Service Manager
Eingestellt von World Pay
Gesuchte Skills: Support
Projektbeschreibung
The Role
Manages a portfolio of services in support of WorldPay Service Management, in line with agreed Service Level Agreements and using standard ITIL processes.
Owns Operational commitment to business by acting as the business interface for key stakeholders into Technology to ensure that any business operational requirements are understood and documented.
Key Accountabilities
- Takes accountability to manage, identify and address underlying service issues.
- Works with the functional technology teams to help ensure that WorldPay technology delivers business aligned requirements on an on-going basis, to target, within a defined Service Level Agreement framework.
- Ensures that the SLA's are delivered, measured and reported; using internal and external suppliers, in a timely and cost effective manner, to agreed OLA's.
- Operational management of the relationship between Worldpay Technology and the WorldPay Business (Customer). Understand the customer by, acquiringmanaging requirements and deliverables in relation to the availability and performance of IT services; that corrective action is put in place within realistic timescales; and customer expectations are managed.
- Drive the achievement of high end-to-end availability and performance; Share the customer's operational requirements with the technology community, ensuring the customer remains at the heart of all that we do, and that WorldPay Technology provides the service in accordance with agreed service levels and ITIL process.
- Communicate performance against a portfolio of services; provide assurance that operating performance of the services meet SLA's; providing periodic reports on Service Management functions, in accordance to agreed SLAs with information presented at an appropriate level to the audience for which the report is designed - seek agreement to action plans where necessary.
- Manage, as directed, Customer Service Reviews through a detailed knowledge of services, operational KPIs and processes and their relationship to the customers' experiences, driving continuous improvement across the portfolio.
- Work with the WorldPay Service Transition team to ensure any implemented infrastructure solutions are mapped to the Service Catalogue, likewise, manage the decommission of any services.
- Own and measure the SLA, ensuring proactive engagement with the customer and suppliers, setting their expectations, conceptualising improvements on process and deliverables and implementing the plans
- Act as escalation point for resolution of ongoing IT performance related issues between WorldPay Service Delivery and the customer
- Undertake customer stakeholder management in the event of Service Performance issues. Challenge the Service Delivery teams to improve the quality of service delivery.
- Work in partnership with the customers to provide the face of WorldPay Technology as required in customer meetings and/or service reviews.
- Collaborate with the Service Performance Management team, to agree and implement common process, approach and engagement strategies across remaining WorldPay business areas.
Skills & Experience
Qualifications:
- Educated to degree level or equivalent
- ITIL Foundation
Skills & Abilities:
- Strong analysis capability and ability to drive process improvement, based upon statistical analysis of data.
- Good decision making to ensure that SLAs are properly measured and managed.
- Working Service Management and ITIL knowledge and experience of a similar role.
Knowledge:
- Strong knowledge of best practice processes for Service and Service Level Management.
- Knowledge of varying reporting requirements for multiple, diverse stakeholders.
- Knowledge of BMC SLM and Reporting and Analytics module is desirable.
Experience:
- Experience of managing/monitoring the service and performance for IT in a large complex business, ensuring KPI's and SLA's are met.
- Experience working with geographically dispersed teams of people in different countries.
- Experience working in card payment processing environment is desirable.
Behavioural Competencies:
- Excellent interpersonal skills with outstanding verbal and written communications.
- Strong process management background - particularly relating to Service Level Management
- Able to work with autonomy.
- Ability to time manage and prioritise workload.
- Be technically aware and have a demonstrable understanding of key IT technologies.
About Us
WorldPay provides a globally connected, locally coordinated Card Payment Processing service for business both large and small. Quite simply, we help businesses around the world to collect payments, using a swift, secure electronic payment solution. We operate in more than 40 countries - and today, we're one of the leading independent providers of safe payment services globally.
Manages a portfolio of services in support of WorldPay Service Management, in line with agreed Service Level Agreements and using standard ITIL processes.
Owns Operational commitment to business by acting as the business interface for key stakeholders into Technology to ensure that any business operational requirements are understood and documented.
Key Accountabilities
- Takes accountability to manage, identify and address underlying service issues.
- Works with the functional technology teams to help ensure that WorldPay technology delivers business aligned requirements on an on-going basis, to target, within a defined Service Level Agreement framework.
- Ensures that the SLA's are delivered, measured and reported; using internal and external suppliers, in a timely and cost effective manner, to agreed OLA's.
- Operational management of the relationship between Worldpay Technology and the WorldPay Business (Customer). Understand the customer by, acquiringmanaging requirements and deliverables in relation to the availability and performance of IT services; that corrective action is put in place within realistic timescales; and customer expectations are managed.
- Drive the achievement of high end-to-end availability and performance; Share the customer's operational requirements with the technology community, ensuring the customer remains at the heart of all that we do, and that WorldPay Technology provides the service in accordance with agreed service levels and ITIL process.
- Communicate performance against a portfolio of services; provide assurance that operating performance of the services meet SLA's; providing periodic reports on Service Management functions, in accordance to agreed SLAs with information presented at an appropriate level to the audience for which the report is designed - seek agreement to action plans where necessary.
- Manage, as directed, Customer Service Reviews through a detailed knowledge of services, operational KPIs and processes and their relationship to the customers' experiences, driving continuous improvement across the portfolio.
- Work with the WorldPay Service Transition team to ensure any implemented infrastructure solutions are mapped to the Service Catalogue, likewise, manage the decommission of any services.
- Own and measure the SLA, ensuring proactive engagement with the customer and suppliers, setting their expectations, conceptualising improvements on process and deliverables and implementing the plans
- Act as escalation point for resolution of ongoing IT performance related issues between WorldPay Service Delivery and the customer
- Undertake customer stakeholder management in the event of Service Performance issues. Challenge the Service Delivery teams to improve the quality of service delivery.
- Work in partnership with the customers to provide the face of WorldPay Technology as required in customer meetings and/or service reviews.
- Collaborate with the Service Performance Management team, to agree and implement common process, approach and engagement strategies across remaining WorldPay business areas.
Skills & Experience
Qualifications:
- Educated to degree level or equivalent
- ITIL Foundation
Skills & Abilities:
- Strong analysis capability and ability to drive process improvement, based upon statistical analysis of data.
- Good decision making to ensure that SLAs are properly measured and managed.
- Working Service Management and ITIL knowledge and experience of a similar role.
Knowledge:
- Strong knowledge of best practice processes for Service and Service Level Management.
- Knowledge of varying reporting requirements for multiple, diverse stakeholders.
- Knowledge of BMC SLM and Reporting and Analytics module is desirable.
Experience:
- Experience of managing/monitoring the service and performance for IT in a large complex business, ensuring KPI's and SLA's are met.
- Experience working with geographically dispersed teams of people in different countries.
- Experience working in card payment processing environment is desirable.
Behavioural Competencies:
- Excellent interpersonal skills with outstanding verbal and written communications.
- Strong process management background - particularly relating to Service Level Management
- Able to work with autonomy.
- Ability to time manage and prioritise workload.
- Be technically aware and have a demonstrable understanding of key IT technologies.
About Us
WorldPay provides a globally connected, locally coordinated Card Payment Processing service for business both large and small. Quite simply, we help businesses around the world to collect payments, using a swift, secure electronic payment solution. We operate in more than 40 countries - and today, we're one of the leading independent providers of safe payment services globally.
Projektdetails
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Einsatzort:
Cambridge, Vereinigtes Königreich
-
Projektbeginn:
asap
-
Projektdauer:
6 months
- Vertragsart:
-
Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Sonstiges