Service Design and Transition Specialist

Overview

Requirements

• What it takes to succeed:
• Strong expertise in service design, transition, or production operations within high-velocity tech or fintech environments
• Deep understanding of ITIL service transition and operations principles, with ITIL certification preferred
• Hands-on experience with service management tooling such as Jira Service Management or ServiceNow, and observability platforms such as Datadog
• Proven ability to design and implement alerting and incident detection, with a focus on MTTA reduction and alert quality improvements
• Excellent communication skills, with the ability to produce structured documentation, reviews, and stakeholder updates
• Familiarity with regulated environments such as fintech or SaaS is advantageous

Education & Experience

• Bachelor’s degree in a related field preferred (e.g., Computer Science, IT, Engineering, Business)
• Minimum 5 years of experience in service design, service transition, or production operations
• Hands-on experience coordinating cross-functional stakeholders through service readiness and early life support phases
• What you get to do::
• Own and evolve the service transition framework, including readiness gates and go-live processes
• Define and implement operational acceptance criteria across monitoring, support models, SLAs, and escalation paths
• Lead event management design for new services, acting as product owner for alerting and incident detection capabilities
• Govern early life support and hypercare phases, tracking service performance metrics post-go-live such as MTTA and alert quality
• Maintain service catalogues, support boundaries, and high-quality documentation throughout transitions
• Coordinate stakeholder readiness sessions to align responsibilities across Engineering, SRE, Product, Support, and Client Operations
• Conduct post-transition reviews and embed lessons learned into continuous improvement of service delivery
• What you can look forward to::
• At **Paymentology**, it’s not just about building great payment technology, it’s about building a company where people feel they belong and their work matters.
• You’ll be part of a diverse, global team that’s genuinely committed to making a positive impact through what we do.
• Whether you’re working across time zones or getting involved in initiatives that support local communities, you’ll find real purpose in your work – and the freedom to grow in a supportive, forward-thinking environment.

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