Service Delivery Problem Manager
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.