Service Enablement Manager

At Paymentology, we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa cards at scale - across more than 60 countries.

Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart.

The Service Enablement Manager sits within the Service Delivery team, reporting to the Service Delivery Manager. You will be responsible for ensuring that Paymentology's platform capabilities are effectively operationalised, enabling clients and internal teams to get the most from our issuer-processing technology. You'll work at the intersection of payments, platform operations, and ITSM — bringing structure, insight, and momentum to how services are delivered and continually improved.

What you'll do

• Own and drive service enablement activities across Paymentology's platform, ensuring operational readiness for new product features, integrations, and client onboarding milestones.

• Act as the operational bridge between engineering, product, and client-facing teams — translating platform capabilities into service-ready outcomes.

• Manage and maintain ITSM processes including service catalogue, knowledge management, and continual service improvement (CSI) initiatives aligned to ITIL best practices.

• Collaborate with DevOps and platform engineering teams to understand deployment pipelines, infrastructure changes, and release cycles — ensuring service impact is accessed and communicated effectively.

• Monitor service health across Kubernetes-hosted environments, working with SRE and platform teams to track availability, incident trends, and operational performance metrics.

• Develop and maintain service documentation, runbooks, and enablement materials that support internal teams and client-facing stakeholders.

• Track and report on service KPIs including SLA adherence, MTTR, incident frequency, and client satisfaction — driving accountability across delivery functions.

• Support client onboarding and programme launches by coordinating service readiness activities across technical and operational teams.

• Execution and enablement of new services, integrations, or migrations, including scheme utilities, in the production environment, in collaboration with Engineering and other relevant teams.

• Identify service gaps and operational risks, escalating and driving resolution across engineering, product, and commercial stakeholders.

Essential

• 8+ years in a service management, service delivery, or technical operations role within a fintech, payments, or financial services environment.

• Solid understanding of the payment’s ecosystem — card issuing, issuer-processing, scheme operations (Visa/Mastercard), and how digital banking products are built and operated.

• Hands-on experience with ITSM frameworks and tools — ITIL certification (Foundation or above) strongly preferred.

• Experience working alongside DevOps or platform engineering teams, with an understanding of CI/CD pipelines, deployment practices, and release cycles.

• Working knowledge of Kubernetes — able to understand containerised service environments, pod health, and deployment concepts without needing to be a platform engineer.

• Strong analytical and communication skills — comfortable presenting service performance data to both technical teams and senior business stakeholders.

• Demonstrable experience managing service catalogues, SLA frameworks, and knowledge bases in a cloud-first or SaaS environment.

Advantageous

• Experience in a card issuing, issuer-processing, or embedded finance platform environment.

• Familiarity with observability and monitoring tooling such as Datadog, Grafana, or equivalent platforms.

• Exposure to multi-cloud environments (AWS, Azure, or GCP) and experience supporting globally distributed services across multiple time zones.

• Understanding of PCI-DSS, data privacy, and compliance requirements in a payments context.

• Experience working in a globally distributed team across multiple time zones.

Role Structure

• This is an individual contributor role with a blend of governance, coordination, and hands-on operational execution. The role requires strong cross-functional engagement across technical, operational, and delivery teams while also actively driving and executing production readiness activities directly.

• The expectation is not only to coordinate readiness and governance activities, but also to practically support, challenge, and close operational gaps to ensure services are fully prepared before entering live production environments.

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status.

Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official careers page , and our recruitment emails are sent only from official Paymentology domains.