Key Responsibilities:

• Service Delivery Metrics: Define, monitor, and review system availability and service delivery metrics, implementing performance improvement initiatives and ensuring compliance with industry standards.
• Team Leadership: Mentor and lead cross-functional teams to optimise processes and enhance customer satisfaction.
• Maintenance Management: Schedule and execute system maintenance outages to cause least disruption, coordinating closely with the Client Account Management team.
• Incident Management: Oversee the management of unplanned incidents, ensuring effective communication with clients and partners and timely service restoration.
• Root Cause Analysis: Collaborate with stakeholders to analyse services disruption and implement strategies to mitigate future risks.
• Performance Reporting: Analyse payment system performance data and provide actionable insights to stakeholders.

You will bring to the role:

• Education: Relevant certifications in IT Service Management, Project Management, Lean, or Six Sigma will be highly regarded.
• Experience: Minimum of 5 years in the payments industry with a focus on managing Technology Services delivery.
• Technical Skills: Strong understanding of EFT Payments systems, payment processing technologies, and performance monitoring tools.
• Analytical Skills: Proven ability to analyse complex data sets and derive actionable strategies.
• Communication Skills: Excellent verbal and written communication abilities, adept at presenting information to various stakeholders.
• Leadership Experience: Demonstrated success in leading and managing cross-functional teams effectively.

Desired Attributes:

• Strong organisational skills with meticulous attention to detail.
• Ability to thrive in a fast-paced, dynamic environment.
• Flexibility to adapt to changing priorities and demands.