Head of IT Service Management

Worldline; Stockholms kommun; On-site; SEK 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Employee Share Program

30 days annual leave

Health benefits 3000 SEK

Benefit Portal

Job summary

Worldline Nordic is seeking an experienced Head of IT Service Management to lead and continuously improve ITSM capabilities within a regulated payments environment in Sweden. You will direct a team of ITSM professionals, collaborating with Technology, Operations, Risk, Compliance and external providers to drive KPI reporting and operational resilience.

The role requires strong ITIL 4 and DORA expertise, hands-on incident management, and governance experience in a regulated setting, with Swedish

Qualifications

• Excellent stakeholder management and communication skills, with fluency in Swedish and English.
• Hands-on ITIL 4 and DORA, especially IT Service Operations and Service Transition, with agile mindset.
• 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 is an advantage.
• ITIL 4 certification, knowledge of operational resilience requirements such as DORA, and experience with SAFe or Scrum are beneficial.
• Experience with modern ITSM platforms and monitoring tools (e.g., JIRA, Confluence, DataDog, PowerBI, AI)

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.

Skills

Stakeholder management

ITIL 4

DORA

Incident management

Regulatory knowledge

SAFe/Scrum

Monitoring tools

Tools

JIRA

Confluence

DataDog

PowerBI

AI

Job description

This is Worldline Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

This is Worldline Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

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

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:

• Employee Share Program. We win together as a team, and our long-term incentive plans are designed to give every Worldline a financial stake in the business they are helping to grow.
• 30 days annual leave
• Health benefits up to 3000 SEK
• Benefit Portal with lots of good offers

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.

Learn more about life at Worldline at jobs.worldline.com

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.