Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a detail-oriented Service Level Management Specialist to join our ever-evolving Information Technology Service Management team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

We are seeking a highly motivated and detail-oriented Service Level Management Specialist to join our team at Worldpay. As a Service Level Management Specialist, you will play a crucial role in ensuring that our services meet the agreed-upon service levels, delivering exceptional customer experiences, and maintaining the overall reliability and performance of our systems.

What you'll own

Reporting to the Lead Service Level Manager, you will work closely with various internal Global teams, including Operations, Sales, Customer Support, and Product Development, to establish, monitor, and manage service level agreements (SLAs) and key performance indicators (KPIs). You will be responsible for tracking and analyzing service performance metrics, identifying areas for improvement, and implementing strategies to enhance service quality and efficiency.

Collaborate with cross-functional teams to define service level agreements (SLAs) and key performance indicators (KPIs) that align with business objectives and customer expectations.

Monitor and analyze service performance metrics to ensure adherence to SLAs and KPIs, identifying trends, patterns, and areas for improvement.

Develop and maintain comprehensive reports and dashboards to track service performance, providing insights and recommendations to stakeholders.  Regular Service Reviews will need to be held with key stakeholders.

Proactively identify and escalate service issues and risks to the Service Level Manager lead and relevant stakeholders, facilitating timely resolution and mitigation efforts.

Coordinate with internal teams to implement corrective actions and improvements to optimize service delivery processes and minimize disruptions.

Conduct regular reviews and audits of service level agreements and operational processes, ensuring compliance and alignment with industry best practices and regulatory requirements.

Act as a subject matter expert on service level management practices, providing guidance, training, and support to internal teams as needed.

Continuously evaluate and assess service level management tools and technologies, recommending enhancements and optimizations to support evolving business needs.

Stay abreast of industry trends, emerging technologies, and best practices in service level management, incorporating relevant insights into our service delivery strategy.

Where you'll own it

You’ll own it in our Cincinnati, OH office hub. While we’re a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person. 

What you bring

Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.

5+ years of experience with IT Service Management processes

5+ years of experience in service level management, IT service management, or a similar role within the technology or financial services industry.

Strong understanding of service level agreements (SLAs), key performance indicators (KPIs), and ITIL framework.

Proficiency in data analysis and reporting tools, such as Microsoft Excel, Tableau, or Power BI.

Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.

Strong analytical and problem-solving abilities, with a keen attention to detail and a proactive approach to identifying and resolving issues.

Added bonus if you have:

Certified in ITIL Foundation or other relevant certifications (e.g., ITIL Practitioner, ITIL Service Manager) is a plus.

Experience using ServiceNow.

Experience with fintech platforms, financial systems, or banking operations is preferred.

Worldpay perks - what we’ll bring for you

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

A competitive salary and benefits.

Time to support charities and give back to your community.

Parental leave policy.

Global recognition platform.

Virgin Pulse access.

Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.

Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.

Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can’t wait to hear from you.

To find out more about working with us, find us on LinkedIn.

#LI-JW1

Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.