Director, Service Observability & Intelligence

• Act as a liaison between Customer Success and Technical teams
• Coordinate and quantify customer impact from incidents, and ensure timely communications with accurate service impact details are issued through Customer Success in line with regulatory and contractual requirements
• Oversee service performance adherence, ensuring high-quality service and compliance with service levels
• Identify service risks, improvement opportunities and drive actions to enhance service performance
• Coordinate and produce service reports, review and provide business input to post incident reports, monitor and report service usage trends, and lead capacity forecasting and planning in line with the agreed models
• Provide governance for RTP service changes with internal stakeholders and the customer, safeguarding service stability and resilience by ensuring the appropriate service change process is followed and all service changes are tested, coordinated and executed properly
• Act as the service mapping custodian and ensure the service design meets requirements
• Be available 24/7 for critical live service incidents, act as the critical incident escalation point for the customer, and provide critical incident support coverage
• Work internally to ensure all technical teams adhere to the OLAs
• Coordinate incident resolution and root cause analysis process across various internal teams
• Manage the flow of information from internal teams through to the customer
• Maintain and update the RTPI Service Risk Register
• Own RTP service risks, drive internal teams for proper risk assessment and mitigation actions
• Develop and execute continual improvement plans for service delivery within a specific market
• Oversee customer change and service improvement requests

• Track record of making swift, informed decisions during incidents and service disruptions
• Experience building strong relationships with senior stakeholders, regulators, and external partners
• Skilled in managing customer escalations and driving satisfaction through proactive engagement
• Proven experience managing incident response, root cause analysis, and post-incident reviews
• Ability to communicate clearly and confidently with customers during critical events
• Strong background in risk identification, assessment, and mitigation strategies
• Familiarity with regulatory compliance and reporting obligations in the local market
• Experience monitoring service health, analyzing KPIs/SLAs, and driving operational improvements
• Skilled in developing and executing service improvement plans across technology and operations
• Solid understanding of payments technology, infrastructure, and operational processes
• Experience working in multi-market or global environments with complex stakeholder landscapes

ITIL qualification preferred