ITSM Director - Regulated Payments

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

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