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.