Head of Technology Service Management

Role Overview

• Define and lead service management strategy for critical payments platforms, aligning reliability, resilience, and performance with business, regulatory, and customer outcomes.
• Own end-to-end service performance across high-availability, real-time environments, ensuring stability, scalability, and operational excellence.
• Lead response to major incidents impacting payment flows, safeguarding customer trust, financial integrity, and scheme obligations.
• Embed proactive, data-driven practices to reduce failure demand, optimise transaction performance, and strengthen platform resilience.
• Partner with senior stakeholders across product, risk, and operations to prioritise demand and ensure alignment to regulatory and commercial objectives.
• Build and lead high-performing teams, uplifting service management maturity to support secure, compliant, and always-on payment services.

Requirements

• Service Level Management Demonstrated experience defining and governing enterprise-wide service level frameworks (SLAs, OLAs, service catalogue) within complex, regulated environments.
• Incident Management Extensive leadership of incident and major incident management in high-availability environments. Proven capability to lead organisational response to critical incidents, optimise recovery performance, and ensure effective communication, governance, and post-incident improvement.
• Problem Management Demonstrated ability to identify systemic issues, reduce recurring incidents, and improve service stability through root cause analysis and preventative controls.
• Asset Management Experience governing the full lifecycle of technology assets in regulated environments, ensuring compliance, risk control, and optimisation of asset value across complex technology estates.
• Measurement & Reporting Proven ability to establish enterprise service measurement frameworks, leveraging data and insights to drive performance improvement, inform executive decision-making, and enhance operational outcomes.
• Stakeholder Relationship Management Demonstrated ability to act as a trusted advisor, align competing priorities, and drive outcomes through effective communication and governance.
• People & Performance Management Experience building and leading high-performing teams, setting clear accountability, and driving a culture of continuous improvement, operational excellence, and capability uplift.
• Service Management Governance & Compliance Deep understanding of service management controls, policies, and regulatory obligations within financial services or payments environments.
• Operational Excellence & Continuous Improvement Demonstrated experience driving service management maturity, embedding continuous improvement practices, and optimising operational efficiency, resilience, and customer outcomes.