Head of Technology Service Management

The Head of Technology Service Management is responsible for leading the end-to-end delivery, performance, and continuous improvement of technology services across AP+. The role ensures that service management practices including incident, problem, asset, and service level management are effectively designed, implemented, and optimised to meet business, regulatory, and stakeholder needs.

Requirements

• 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.