Job Description
ICT Compliance and ITIL Process Manager
ICT Compliance and ITIL Process Manager
Milan, Italy
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. 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.
The Opportunity
The Candidate will join the IT Service management tribe and will be part of the Center Of Excellence division focused on the Financial Services (FS) operational and business domain. The Service management team is the entry point for internal customers and suppliers concerning processes, services operations deliver and is divided over multiple countries. Your daily tasks will concern the lead, coordination, reporting and analysis of one or more ITIL and delivery processes. Knowledge of multiple processes is a must, but a clear focus area will be given once added to the team.
Priority will be given to people who have proven experience of operational ITIL processes (ServiceNow tool) with expertise on DEVOPS / Agile delivery way of working (Jira tool) and coordination, communication skills.
Knowledge about compliance regulations like DORA, EBA, etc. is mandatory.

Day-to-Day Responsibilities

• FS Process ownership of Third Party risk, Service Level and Change Delivery (CD) processes
• Execute regular performance monitoring with business owners for third parties in scope
• Review internal control reports from providers, third party risk/due diligence results
• Regular reporting to local BoD regarding third parties in scope
• Support business owners to keep up-to-date the register of outsourcings/ICT providers
• Align with business owners, Legal, Compliance and Procurement regarding third party contractual topics
• Lead of SLA Managers for corporate SLA/SLO monitoring and reporting
• Ensure improvement actions for SLA/SLO breaches
• SLA/SLO reporting to the Management (FS board)
• Product ownership of Jira E2E CD flows used for change delivery
• Ensure harmonized CD process cross FS business division(s)
• Lead and coordinate migration initiatives on target delivery toolset (Jira)
• Ensure processes are documented, understood and applied within FS business divisions
• KPIs reporting to the Management
• Act as SPOC in case of audits (process wise, not content wise)

• FS Process ownership of Third Party risk, Service Level and Change Delivery (CD) processes
• Execute regular performance monitoring with business owners for third parties in scope
• Review internal control reports from providers, third party risk/due diligence results
• Regular reporting to local BoD regarding third parties in scope
• Support business owners to keep up-to-date the register of outsourcings/ICT providers
• Align with business owners, Legal, Compliance and Procurement regarding third party contractual topics
• Lead of SLA Managers for corporate SLA/SLO monitoring and reporting
• Ensure improvement actions for SLA/SLO breaches
• SLA/SLO reporting to the Management (FS board)
• Product ownership of Jira E2E CD flows used for change delivery
• Ensure harmonized CD process cross FS business division(s)
• Lead and coordinate migration initiatives on target delivery toolset (Jira)
• Ensure processes are documented, understood and applied within FS business divisions
• KPIs reporting to the Management
• Act as SPOC in case of audits (process wise, not content wise