Client Services Manager, Retail Payment

Location: Sydney, Australia; hybrid work from the hirify.global office and home on assigned days. Weekend on-call support is required according to the roster.

Company

hirify.global provides financial technology and payment solutions that help businesses, banks, and communities move, manage, and grow money.

What you will do

• Act as the primary liaison for enterprise retail payments clients and build long-term client relationships.
• Oversee end-to-end service delivery, including SLA compliance, client communications, status calls, and service offerings.
• Manage incidents, escalations, root-cause analysis, and problem resolution in collaboration with technical teams.
• Use knowledge of Issuing and Acquiring systems, payment platforms, system activity, and logs to support troubleshooting.
• Prepare and present service performance, client satisfaction, availability, and operational reports.
• Provide rostered on-call support and monitor SLA misses, trends, and potential contractual penalties.

Requirements

• At least 10 years of Service Delivery Management experience, including 5 years in the payments domain.
• Experience delivering services for enterprise clients, preferably on the vendor side.
• In-depth knowledge of payment systems, platforms, industry trends, and financial software environments.
• Ability to understand Issuing and Acquiring systems, interpret system activity, and collaborate with technical teams.
• Strong communication, stakeholder management, analytical, problem-solving, and relationship-building skills.
• Knowledge of compliance, security, and regulatory requirements in payments and financial software.

Culture & Benefits

• Hybrid work combining office and home working.
• Internal career growth opportunities.
• Opportunities to innovate in fintech.
• Inclusive and diverse team environment.
• Professional and personal development resources.
• Opportunities to contribute to the community.