IT Service Manager

At Paymentology we re redefining what s possible in the payments space. As the first truly global issuer-processor we give banks and fintechs the technology and talent to launch and manage Mastercard Visa and UnionPay cards at scale across more than 60 countries.

Our advanced multi-cloud platform delivers real-time data unmatched scalability and the flexibility of shared or dedicated processing instances. Its this global reach and innovation that sets us apart.

We re looking for a Service Manager to ensure operational excellence across Paymentology s service ecosystem. This role bridges reactive incident handling with proactive problem and process management. It defines and improves service reliability through ITIL-aligned practices data-driven decisions and governance maturity enabling scalability and customer satisfaction across global tech operations. If you are passionate about driving service quality incident efficiency and operational maturity in high-uptime environments this is your opportunity to make a global impact.

• Lead major incident coordination stakeholder communication and workflow quality assurance across global teams.
• Drive the end-to-end problem management lifecycle including structured root cause analyses KEDB maintenance and SLA compliance.
• Design implement and continuously refine ITSM processes playbooks and service documentation.
• Define and track performance metrics such as MTTR repeat incident rate and RCA SLA across the ITSM domain.
• Collaborate on tooling enhancements including automation dashboards and configuration of platforms like Jira Service Management.
• Prepare monthly service health reports for leadership surfacing trends risks and continuous service improvement outcomes.
• Champion shift-left strategies and scalable support models including self-service and automation.

At Paymentology it s not just about building great payment technology it s about building a company where people feel they belong and their work matters. You ll be part of a diverse global team that s genuinely committed to making a positive impact through what we do. Whether you re working across time zones or getting involved in initiatives that support local communities you ll find real purpose in your work and the freedom to grow in a supportive forward-thinking environment.

Requirements :

What it takes to succeed:

• Proven ability to operate with high independence across service management domains shaping frameworks and setting standards for incident problem and reporting practices.
• Strong problem-solving skills using structured techniques like 5 Whys and Fishbone analysis to address systemic issues.
• Ability to work cross-functionally with engineering support product and executive stakeholders while influencing process adherence and tooling standards.
• Exceptional communication and documentation skills including writing executive-level reports.

Education & Experience:

• 4-6 years in IT service delivery operations or ITSM domains within uptime-sensitive environments.
• Proven experience with Jira Service Management Confluence Slack and monitoring platforms.
• Strong background in Incident and Problem Management including RCA facilitation and service tooling.
• ITIL Foundation certification preferred.
• Experience in fintech SaaS or 24/7 operational models is advantageous.

Remote Work :

Yes

Employment Type :

Full time