Service Design and Transition Specialist

Paymentology

About The Position

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 a network of regional hubs. It's this global reach and innovation that sets us apart. We’re looking for a Service Design & Transition Specialist to ensure that every new or changed service is introduced into production with full operational readiness. Acting as the bridge between build and run, you will own the frameworks, governance, and execution that drive successful service transitions – from planning through early life support – aligning Engineering, Product, Operations, and Client Delivery to enable scalable, reliable, and supportable services. If you’re experienced in service design, transition, and production operations in fast-paced fintech or SaaS environments, this is your opportunity to make a global impact.

Requirements

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
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

Responsibilities

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