Head of IT Service Management

The opportunity

We are seeking an experienced and hands-on Head of IT Service Management (ITSM) to lead and continuously improve the Worldline Nordic’s IT Service Management capabilities within a regulated payments and acquiring environment. The CIO office provides a range of internally developed IT Services and from Worldline intra-group and third-party providers, many are classified a critical or important functions having strong regulatory requirements on information security and operational resilience. Our internal DevOps teams are working primarily within the Amazon Web Services public cloud and follows modern agile principles and culture with a strong “-If you build it, you run it!” mindset. This means that our DevOps teams are responsible for the continuous development, release and deployment in addition to 24/7/365 operations of their IT services following the processes, guidelines and support from the ITSM function.

As a member of the CIO leadership team, you will lead a team of ITSM professionals and act as a key stakeholder across Technology, Operations, Risk, Compliance, Customers, and external service providers. This include managing the recurring ITSM board for review and reporting of various KPIs to the CIO leadership team and other stakeholders.

Day-to-day responsibilities

• Lead and develop a team of ITSM professionals, building accountability, collaboration, customer focus, and continuous improvement.
• Own and continuously improve the ITSM framework, processes, standards, controls, and service performance measures in line with ITIL 4.
• Lead core service operations, including incident, problem, event, request, monitoring, and reporting processes.
• Manage major incidents end to end, coordinating response, escalation, stakeholder communication, recovery, and post-incident reviews.
• Govern service transition practices, including change, release, deployment, validation, testing, and knowledge management.
• Ensure ITSM practices support regulatory and internal requirements, including DORA, PSD2, GDPR, ISO 27001, and PCI DSS.

Who are we looking for

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Excellent stakeholder management and communication skills, with fluency in written and spoken Swedish and English.
• Hands-on experience with ITIL 4 and DORA, especially IT Service Operations and Service Transition, and an agile mindset focused on continuous delivery.
• Proven ability to manage incidents end to end
• Strong understanding of service governance, operational risk, controls, and regulatory requirements.
• Experience leading ITSM in a regulated environment, managing service providers, or working in payments, fintech, banking, or financial services is an advantage.
• ITIL 4 certification, knowledge of operational resilience requirements such as DORA, and experience with agile frameworks such as SAFe or Scrum are beneficial.
• Experience with modern ITSM platforms and monitoring tools (e.g., JIRA, Confluence, DataDog, PowerBI, AI)

Perks & Benefits