Service Management Lead

About the Role

We're looking for a Service Management Lead to own the problem, change and incident management processes behind Linkly's payment integration platform. This is a process ownership role rather than a hands-on incident manager. You will make sure incidents translate into properly managed problems, that root causes and the commitments we make to customers in post-incident reviews reach the right backlog, and that they are driven through to a change that goes live.

The role sits across Infrastructure and Delivery and runs on influence rather than direct authority. You will shape the process, educate teams on it, and build the buy-in from development teams that gets time allocated to problem work each sprint. Linkly moves quickly, so you will be comfortable establishing structure and adapting as priorities change.

Key Responsibilities

• Own problem management end to end: make sure incidents are converted into problems, root causes are properly investigated, and problem records are actively driven to closure.

• Get problem remediation and the commitments made to merchants, banks and acquirers in post-incident reviews into the delivery and infrastructure backlogs, prioritised and scheduled with delivery leads and product, and tracked through to completion.

• Own the incident management process rather than the live incident: governance, documentation, ticket and evidence quality for compliance, and a clean handover from incident into problem.

• Own change management and lead the Change Advisory Board as an independent governance forum.

• Coordinate the disaster recovery and business continuity test programme with Infrastructure, including failover, site failover and restore from backup, capturing the evidence required for compliance and raising findings as problems.

• Build buy-in across development, infrastructure and delivery, educate teams on how these processes work, continuously improve them, and report to leadership on performance, recurring themes and what is blocking remediation.

What You'll Need

• Solid experience owning problem and change management in a software or technology environment, working directly with development and infrastructure teams.

• Working knowledge of ITIL aligned incident, problem and change practice, with the judgement to apply it pragmatically rather than by the book.

• Confidence across many teams: outgoing, happy to speak up, challenge, and pull a conversation back on track.

• A track record of changing ways of working and gaining buy-in without direct authority over the teams involved.

• Experience chairing or running a CAB or similar change governance forum.

• Comfort in a fast-moving environment where priorities shift and process needs to be built as well as administered.

Nice to Have:

• Payments, fintech or another transaction-critical industry, and an understanding of what an incident costs a merchant, bank or acquirer.

• Exposure to compliance-driven change control, for example PCI DSS.

• Time in a highly process-mature organisation as well as a smaller team, so you know what good looks like and can build it here.

• Experience coordinating disaster recovery or business continuity testing and the evidence and follow-up that goes with it.

Our Values

• Act Like an Owner: Take full accountability for outcomes and make decisions with the long-term success of Linkly in mind.
• Innovate: Challenge assumptions, champion new ideas and drive meaningful change for customers and the business.
• Deepen Trust: Build confidence through integrity, transparency and consistent delivery with your team, partners and clients.
• Care and Respect: Foster an inclusive, supportive environment where everyone feels valued and empowered to do their best work.

About Linkly

Linkly is a PE-backed, Australian fintech focusing on payment integration solutions. We are a leading provider in ecommerce recurring billing, and our middleware powers over 200,000 terminals and processes over two billion transactions annually. Our applications support over 800 integrations into POS solutions. We have built our reputation through seamless integration of payment terminals and POS systems and are continuing to innovate in creating a terminal and acquirer independent payment solicitor for in-store. Our clients include major banks and retailers such as Woolworths, David Jones, JB Hi-Fi, and Bunnings.   

Our goal is to continuously lead the payments industry with new technology delivering value to clients, which who include merchants, banks, acquirers and POS vendors, expanding our presence into other regions.