Service Management Lead

Company Overview

DataMesh Group is focused on revolutionising the payment systems available to merchants and retailers, delivering integrated payment capabilities and valuable customer insights through bespoke payment and data processing solutions. 

We enable retailers to design the experience they deliver to customers, providing the technology they wish to deploy, creating a hub for commerce and data that merchants, acquirers, card schemes and third parties can use to achieve better business outcomes.

With a highly experienced Board and Executive team, we are a fast-growing company embarking on an international expansion.

DataMesh - delivering the world's smartest commerce and data analytic products.

Job Description – Service Management Lead

The Service Management Lead is a pivotal member of the Service Delivery team and will contribute to the successful enablement of ITIL practices in line with the company’s strategy, vision and roadmap.

This role will take the lead in defining, implementing and maintaining the procedures and standards for the company and ensuring fit for purpose processes are defined and implemented by the newly established practice.

We are on the lookout for a hands-on, experienced Service Management Lead to be responsible for the delivery and governance of initially the Incident & Problem and Change & Release Management processes.

You will be owning the delivery of these and other ITIL services to our customers, minimising risk to the underpinning environment.

Your responsibilities will include:

• manage our internal Incident, Problem, Change, Release process for the technology team to follow and adhere to (PCI Compliance);
• manage of all communications into the business on service performance, reliability, issues, planned or unplanned outages and bugs;
• be responsible for all incident reports internal and external;
• be responsible for following up on all corrective actions from incidents and creating a company risk register of actions. (Problem Management);
• run our internal Change Approval Board (CAB), represent DataMesh at any customer CAB meetings;
• be responsible for the quality of our records that are represented to customers;
• define and manage the our software release process so the correct testing and QA is performed and adhere to prior to the release cycle;
• communicate all change and release information to customers;
• monitor and manage our customer SLA reporting;
• support issues resolution for all software defects aligned with customer SLAs;
• be responsible for the management of Jira tickets and Confluence pages;
• define and manage the process for capture, acknowledgement, triage and response to all customer issues including pro-active communication of planned events;
• define the process and manage the targets for issues management, communication and resolution priorities. Measure and report on non-compliance and related impacts;
• identify and implement Service Management improvement initiatives in collaboration with business and technology teams; and
• drive a culture of continuous improvement to ensure the ongoing enhancement and optimisation of platform capabilities and technical skills.

All About You

The right candidate will have:

• Australian citizenship;
• 5+ years of being a leader across multiple ITIL disciplines including Incident, Problem, Change, Release, Risk & SLA Management; 
• worked in a software company and have experience with ITIL and SDLC;
• administration experience with Jira Service Management and Confluence;
• be ITIL Foundation certified;
• ITIL advance certification or equivalent working experience (preferred);
• worked in the Payments industry, ideally partnered with one of the Big 4 banks (preferred);
• a Bachelor's degree or equivalent qualifications;
• technical background in software or infrastructure would be advantageous;
• strong planning, organisational and change management skills;
• strong ownership of outcomes and be passionate about delivering to target dates;
• the skills to be a motivator for the team, to keep focus on goals and milestones;
• have excellent communication skills;
• have excellent interpersonal skills and the ability to develop relationships with internal and external stakeholders; and
• have excellent analysis and problem resolution skills including the ability to properly engage with, question and qualify technical team work effort, and ongoing productivity.

DataMesh Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation and gender identity, national origin or disability.