Technical Service Delivery Manager

7 months ago

Sydney, Australia Australian Payments Plus Full time

**The Game Changers**:
At AP+ we're changing the game We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

**The Purpose**:
This role is pivotal in ensuring the effective delivery of services across different technology environments. As the Technical Service Delivery Manager, you will collaborate closely with our technology partners, internal technical and service management teams, project delivery teams and business stakeholders.

**Requirements**:
**You will be responsible for**:

- Lead a team of technical service delivery specialists and oversee the team’s day to day operational activities, set priorities and act as an escalation point.
- Provide leadership to the team including training and coaching team members through regular 1:1 discussions.
- Manage the operational relationship with vendors, customers and internal stakeholders.
- Directly manage technical deployments or significant technology changes as required.
- Participate in the after hours on-call roster and manage high priority, major technical incidents including communication (internal and external) and drive restoration of services.
- Provide after hours support as required which includes overnight/weekend key processing activities, change and release deployment.
- Manage and resolve complex issues with vendors and technical teams including providing recommendations to prevent future occurrences.
- Contribute to service governance by participating in IT service management forums e.g. PIR, CAB, problem management, capacity and availability management.
- Drive continual service improvement through enhancing operational efficiencies and working towards automation.

**In order for you to be successful in the role, you’ll have**:

- Minimum 3 years in a Technical Service Delivery Manager role or equivalent.
- Experience in leading a team of technical service delivery specialists.
- A solid track record of supporting and overseeing the technical service delivery of IT services in a 24/7 high availability, real-time payments multi-vendor environment.
- Strong technical understanding of payments environment, messaging formats, networking and cloud technologies - Connex switch, AS2805, tokenisation, EMV 3DS, AWS, Akamai, Confluent, Snowflake, Oracle DB.
- Demonstrated ability in guiding technical teams (internal and external) toward investigating and resolving issues in time pressured environments.
- Strong understanding of service level management, vendor management and commercial contract structures.
- Experience with monitoring tools such as Splunk, AppDynamics, Dynatrace highly desirable.
- Demonstrated experience in delivering service improvement initiatives.
- Strong business acumen and ability to manage customer expectations and internal stakeholders for positive outcome.
- Ability to communicate technical information to diverse stakeholder groups (up to C level).
- Ability to work confidently and make decisions in highly responsive and time-pressured environments.
- Strong analytical abilities and adept at impact analysis (technical and business), problem solving and root cause analysis.
- Able to adapt to different working environments (e.g. waterfall, agile) and re-prioritise to support rapid change and shifting demands.

**Benefits**

**What’s Next**:

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