Service Delivery Problem Manager

TL;DR

Service Delivery Problem Manager (Fintech): Leading the Problem Management and Business Continuity disciplines to ensure platform stability and operational resilience with an accent on root cause analysis and disaster recovery governance. Focus on driving permanent resolution of recurring incidents, coordinating cross-functional technical teams, and maintaining high standards of service reliability within the Australian payment market.

Location: Must be based in or able to work from Melbourne, Australia (Hybrid)

Company

A global leader in the payments technology industry, providing secure and innovative payment services to millions of businesses across five continents.

What you will do

• Own and drive the ITIL Problem Management practice to eliminate recurring issues.
• Facilitate Root Cause Analysis (RCA) workshops and track corrective actions to completion.
• Manage the Disaster Recovery (DR) testing schedule and ensure compliance across production platforms.
• Coordinate with engineering, infrastructure, and third-party vendors to maintain operational resilience.
• Produce executive reporting on problem trends, DR readiness, and service improvement initiatives.
• Maintain the Known Error Database (KEDB) to support proactive service management.

Requirements

• Must be based in or able to work from Melbourne, Australia.
• Significant experience in IT Service Management and Problem Management leadership.
• Strong understanding and practical application of ITIL v4.
• Proven experience facilitating Root Cause Analysis and coordinating cross-functional technical teams.
• Tertiary qualification in Information Technology, Business, or a related discipline.
• Experience within financial services or payment systems is highly preferred.

Culture & Benefits

• Empowering culture focused on career acceleration and continuous learning.
• Opportunity to work with a global team of 18,000 innovators in the payments space.
• Access to extensive training and professional development opportunities.
• Commitment to diversity and equal opportunity employment.
• Hybrid work environment balancing office collaboration and flexibility.