Service Delivery Problem Manager

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 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.

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Information at a Glance