Project Manager - Operations

Worldline; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Worldline Service Australia (WSA) seeks an energetic ITIL-skilled project manager to design, build and operationalize service-management capabilities for a new contract and operating model. You will oversee a secure external customer portal and workflow automation across ServiceNow, Slack and Jira, guiding two developers and coordinating security, architecture and vendors.

You will drive governance, readiness plans and integration efforts to deliver a compliant, customer-ready solution with

Qualifications

• Strong understanding of ITSM processes and operational readiness.
• Experience with ServiceNow, Jira, Slack and enterprise integrations.
• Working knowledge of AI-enabled automation, APIs and workflow orchestration.

Responsibilities

• Project leadership and governance: define scope, outcomes, roadmap, milestones, resources and acceptance criteria.
• Coordinate design, development, security assurance, testing, deployment and operational handover.
• Coordinate service management processes, support roles, service catalogue, escalation paths, reporting and governance.
• Lead delivery of a secure external customer portal for incident and request submission and tracking.
• Coordinate AI-assisted classification, routing, summarisation and knowledge capabilities with appropriate human oversight.
• Deliver backend integration and workflow automation across ServiceNow, Slack and Jira.
• Set priorities and delivery expectations for the two developers.

Skills

ITSM processes

Operational readiness

AI-enabled automation

Security & privacy

Stakeholder management

Education

Degree or equivalent professional experience

Tools

ServiceNow

Jira

Slack

Job description

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.

Your mission

Lead the design, build and operational readiness of WSA service-management capabilities required for the new contract and operating model, including a secure external customer portal and workflow automation across ServiceNow, Slack and Jira.

The role manages the two AI-capable developers and coordinates service owners, security, architecture and vendors to deliver a supportable, controlled and customer-ready solution.

The opportunity

We are looking for an energetic ITIL skilled project manager with a broad technology experience in the application integration and automation space to join our team.

Day-to-day responsibilities

Project leadership and governance

• Define scope, outcomes, roadmap, milestones, resources and acceptance criteria.
• Maintain integrated plans, RAID, decisions, actions, dependencies and status reporting.
• Coordinate design, development, security assurance, testing, deployment and operational handover.
• Manage prioritisation across portal, integration, automation and operating-model deliverables.

Operating model setup

• Coordinate service management processes, support roles, service catalogue, escalation paths, reporting and governance.
• Ensure incident, request, change, problem, knowledge and service-level processes are operationally aligned.
• Develop readiness plans, support procedures, runbooks, knowledge and training.

Portal and automation delivery

• Lead delivery of a secure external customer portal for incident and request submission and tracking.
• Coordinate AI-assisted classification, routing, summarisation and knowledge capabilities with appropriate human oversight.
• Deliver backend integration and workflow automation across ServiceNow, Slack and Jira.
• Reduce duplicate data entry while preserving traceability, security and system-of-record controls.

Assurance and operational acceptance

• Coordinate architecture, privacy, security, legal and risk reviews.
• Ensure cardholder and sensitive customer data are protected and not unnecessarily captured or propagated.
• Define test strategy, non-functional requirements, monitoring, support and fallback arrangements.
• Secure formal operational acceptance before production launch.

People and vendor leadership

• Set priorities and delivery expectations for the two developers.
• Coordinate internal platform teams and external suppliers.
• Foster iterative delivery, documentation, code quality and knowledge transfer.

Who are we looking for

You come from a background in technical support of internal corporate IT systems, have experience with payments or finance industry and have been working as a project manager for some time.

Skills and Experience

• Strong understanding of ITSM processes and operational readiness.
• Experience with ServiceNow, Jira, Slack and enterprise integrations.
• Working knowledge of AI-enabled automation, APIs and workflow orchestration.
• Strong security, privacy and non-functional delivery awareness.
• Experience managing technical developers and multidisciplinary stakeholders.

Leadership and Behavioural Attributes

• Customer focused and delivery oriented.
• Technically credible without losing operational focus.
• Structured, transparent and decisive.
• Collaborative and able to resolve cross-platform ambiguity.
• Strong commitment to secure and supportable solutions.

Qualifications

• Degree or equivalent professional experience.
• ITIL Foundation or higher desirable.
• Relevant ServiceNow or integration certification desirable.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.