NGO - IT Service Management Lead

Why PayNet / Why Now

• Shape the service-management foundations for Nexus Global Operator
• Build stable, predictable and auditable operations for high-availability payment services
• Influence how technology teams and service partners manage incidents, changes and operational risks
• Create service-management disciplines that can scale as platforms, participants and dependencies grow
• Work across technology, business and external partners to strengthen service resilience and trust

TL;DR

• Own and continuously improve the ITSM framework across Incident, Problem, Change, Configuration and Service Request Management
• Lead major incident coordination, bringing teams together to restore services and communicate clearly
• Chair the Change Advisory Board and decide whether proposed changes are ready to proceed
• Turn service data into clear insights, priorities and improvement actions
• Hold internal teams and service providers accountable for agreed service levels and operational outcomes
• Build the processes, controls and evidence required for reliable and auditable Nexus operations

Why This Role Matters

• Protect service stability by ensuring operational risks, incidents and changes are managed consistently
• Give technology leaders a clear view of service performance, recurring issues and improvement priorities
• Reduce repeat incidents by connecting root-cause analysis with sustained corrective action
• Strengthen operational readiness across technology releases, service providers and ecosystem participants
• Balance delivery speed with the control and resilience expected of mission-critical payment infrastructure
• Establish auditable ITSM practices that support regulatory, governance and service-continuity expectations

What You Will Actually Do

• Own the design, operation and continuous improvement of core ITSM processes and supporting procedures
• Coordinate major incident responses, drive timely stakeholder communication and lead post-incident reviews
• Chair the Change Advisory Board, challenge change risks and determine whether operational readiness requirements have been met
• Build service reporting that connects SLA performance, incident trends, problem records and change outcomes
• Drive recurring service issues through root-cause analysis, corrective action and evidenced closure
• Challenge technology providers on performance, service quality and readiness for Nexus operational transitions

Examples of This Role in Practice

• A critical Nexus service becomes unavailable: establish command and control, mobilize the right teams and maintain clear communication until service is restored
• A recurring incident continues to affect service performance: initiate a problem record, challenge the root-cause analysis and drive permanent corrective action
• A high-risk production change is proposed before a critical operating period: assess the readiness evidence and decide whether the change should proceed, be deferred or require additional controls
• Monthly SLA reporting shows a service provider repeatedly missing its commitments: identify the underlying drivers and agree measurable recovery actions with the accountable owner
• A new participant or service provider is preparing to join the ecosystem: define the operational-readiness requirements and ensure support arrangements are tested before go-live
• Service data reveals avoidable manual effort and delays: prioritize automation or process improvements and measure whether they deliver better outcomes

What Will Help You Succeed

• Bring 8+ years of experience in IT service management, including hands-on ownership of core ITIL practices
• Apply strong experience across major incident, problem, change, configuration and service-level management
• Operate confidently in high-availability production environments where service failures require structured and decisive responses
• Challenge vendors and outsourced service providers using clear SLA, performance and operational-readiness evidence
• Communicate effectively with technical teams, senior stakeholders and external partners during both routine operations and major incidents
• Strengthen your practice through ITIL 4, COBIT, ISO/IEC 20000 or ISO 22301 certification, with payments, banking or fintech experience an advantage