NGO - IT Service Management Lead

8-10 Years

Not Disclosed

Early Applicant

Job Description

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