Service Delivery Specialist

The Opportunity

Operations and Service Delivery Specialist, Bank Acquiring & Processing Division, Tribe Acceptance & Acquiring, in the E2E area.

As an Operations and Service Delivery Specialist, you have a hybrid operational role. You will dedicate a part of your time to hands-on platform operations and technical maintenance, ensuring the stability, performance, and resilience of our front-office applications.

The other part willfocus on Service Delivery Management (SDM), serving as the operational guardian of the end-to-end service journey, driving continual service improvement, and ensuring adherence to compliance, DORA, and governance standards.

Day-to-Day Responsibilities

As Operations Specialist

• Production Operations & Availability: Monitor, maintain, and ensure the high availability, stability, and smooth daily execution of payment processing instances and services.
• Alert Triage & Incident Resolution: Perform initial investigation, diagnostic troubleshooting, and rapid technical resolution for transaction flow anomalies, processing errors, and system alerts to restore service within target SLAs.
• Observability & Telemetry: Maintain and refine operational monitoring, alerting rules, and telemetry dashboards to proactively identify performance degradation and bottlenecks.
• Patching & Release Support: Assist in the staging, testing, and deployment of application updates, version upgrades, and patches in coordination with squad engineers.
• Environment & Production Acceptance: Validate operational readiness, configuration parity, and deployment verification for new features or infrastructure changes transitioning into production.
• Standby & Out-of-Hours Support: Participate in the squad’s on-call/standby rotation and scheduled maintenance windows to maintain 24/7 resilience for critical financial processing instances.

As Service Delivery Manager

• E2E Operational Governance & SLA Tracking: Own the operational lifecycle of the services in your scope, track and evaluate SLAs and OLAs, collaborate across multiple DevOps and support teams to eliminate technical silos and guarantee a unified service delivery

• Incident Escalation, Post-Mortems & Continual Improvement: Manage operational escalations, facilitate root cause analyses and post-mortem reviews, and translate both incident findings and stakeholder/customer feedback into tangible Continual Service Improvement (CSI) action plans.
• CMDB Ownership & Incident Routing: Ensure all applications, instance components and operational ownership details are accurately mapped in the CMDB to guarantee prompt, accurate routing and rapid engagement during operational events.
• Change, Release & Onboarding Governance: Ensure change and release management processes are properly followed, analyze client onboarding and integration risk points to systematically identify and eliminate recurring technical blockers.
• Capacity Planning & Business Continuity (DRP/BCP): Ensure readiness for peak seasonal events (e.g., Black Friday, Christmas), participate in Disaster Recovery / Business Continuity tests and failover readiness across cloud setups
• DORA, Security & Compliance Controls: Ensure DORA, Security and Compliance controls (e.g. SentinelOne, Splunk, Qualys) are in place for the applications and oversee adherence to audit and regulatory frameworks

Who Are We Looking For

At Worldline, we seek individuals who are visionary and capable of driving positive change. People who can step up and show what’s next. We value those who take initiative, demonstrate a passion for their work, possess a can-do attitude, and have a desire to learn and grow.

In practice this means:

• Several years of work experience in payment processing operations, IT service delivery, or production systems support in high-availability financial/transactional environments.

• Practical experience with log analysis/monitoring platforms, scripting, enterprise ticketing/CMDB tools (ServiceNow/Jira).

• Technical understanding of

• HA / DR concepts and solutions
• Development and scripting tools: SQL; Unix shell; Python;
• Applications : Apache; Tomcat; Jboss; Openssl;
• DBMS: PostgreSQL; Oracle; MySQL;
• OS: Linux/Unix; Windows;
• Networking and security principles (TLS, DNS, firewalls, HTTP, , …);
• Experience on cloud services, specifically GCP (Google Cloud Platform) preferred.
• Solid understanding of ITIL principles (Incident, Problem, Change, Release, and Service Level Management). Awareness of regulatory frameworks such as DORA and PCI-DSS.
• Strong cross-functional coordination skills in an international context, capable of communicating technical incidents to business stakeholders and driving accountability across multi-disciplinary squads.

• Very good proficiency in English
• Able to work in an autonomous way
• Dynamic personality with a pro-active can-do mentality
• Team player
• A focus on continuous learning and development

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid.

On top of that, you will also:

• Hybrid Working Policy

• Gift vouchers on the occasion of Christmas/Easter Holidays

• Private medical services

• 21 vacation days/year

• Referral bonuses for new hires recommended by you

• WFH & Flexible Working Hours

• Full access to the “Learning” platform

Job Responsibilities