Wpay Group Techops Delivery Manager

**About Us**

Founded within the Woolworths group, Wpay has unparalleled expertise in customer-led payment experiences for businesses across Australia and New Zealand. We’re ready to help businesses move beyond payments by transforming transactions into rich payment experiences.
With an unrivalled understanding of people and the way they pay, we simplify operations and innovative payment offerings. Keeping businesses safe from fraud, improving customer satisfaction, and enabling growth.

Wpay is Australia’s largest non-bank payments provider, processing >1.2Bn transactions and >$50bn in volumes, servicing >30m customers in-store and >19m customers online - every week You’ll be working with Australia’s largest retail operations - both online and in-store, along with pushing the innovation boundaries with marketplaces and the subscription and gig economy businesses.
- **Join Wpay - the largest non-bank acquirer and payment processor in Australia**:

- **We simplify operations and innovative payment offerings by transforming transactions into rich payment experiences.**:

- **Role up your sleeves and play a key part in an agile, customer-centric team based in Sydney
**We are Woolworths Group**

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

**We are Wpay**

Founded within the Woolworths group, Wpay has unparalleled expertise in customer-led payment experiences for businesses across Australia and New Zealand. We’re ready to help businesses move beyond payments by transforming transactions into rich payment experiences.

With an unrivaled understanding of people and the way they pay, we simplify operations and innovative payment offerings. Keeping businesses safe from fraud, improving customer satisfaction, and enabling growth.

Wpay is Australia’s largest non-bank payments provider, processing >1.2Bn transactions and >$50bn in volumes, servicing >30m customers in-store and >19m customers online - every week You’ll be working with Australia’s largest retail operations - both online and in-store, along with pushing the innovation boundaries with marketplaces and the subscription and gig economy businesses.

**What you’ll do
**Reporting to GM Technology, the Service Delivery Manager is responsible for the operational management of Wpay's payment services, including core payments processing, and in-person and online payment platforms across all merchants. You will have a strong background in customer service and experience in service management.
- Develop a strategy and roadmap for Wpay's technology service management.
- Improve and track SLAs for key payment services, including core payments processing, in-person and online payment platforms across all merchants.
- Provide reporting and status reports for both internal and external consumption.
- Ensure the right level of system observability is in place.
- Own and manage any operational incidents or problems across Wpay.
- Build relationships across Wpay, and key stakeholders in Woolworths group (including Group IT and WooliesX).
- Collaborate with the Business Operations and merchant partner teams to develop business continuity plans and a strong communications cadence.
- Align with the delivery teams to ensure operational sustainability is included in the success criteria.
- Manage operational readiness during key seasonal periods. Ensure all systems are compliant with policy, industry standards, and legislation.

**What you’ll bring
- 5+ years of experience in operational service management.
- Experience building high-performing, customer-focused teams
- Strong customer service skills.
- Experience in developing and managing SLAs.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work under pressure and meet deadlines. A background in the payments industry.

**What you’ll experience**

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

- A progressive and flexible ‘work from anywhere’ policy that gives you more control over your work, life and wellbeing
- Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
- As a leader in a crucial growth-focused role you will have regular exposure to our most senior business leaders in WooliesX and the broader Woolworths group and accumulate valuable experience to grow your career in surprising ways
- A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder