Head of Technology Service Management
Australian Payments Plus
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
Visit company websiteExplore more
Job Level
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service level managementincident managementproblem managementasset managementmeasurement & reportingservice management governanceoperational excellencecontinuous improvementdata-driven practicesroot cause analysis
Soft Skills
leadershipstakeholder relationship managementcommunicationteam buildingtrust advisoraccountabilitycontinuous improvement culturegovernanceperformance improvementalignment of priorities