Head of Technology Service Management

Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian businesses, government and consumers.​

Our solutions include Australia’s domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It’s a new chapter with more possibilities.​

The Purpose

The Head of Technology Service Management is responsible for leading the end-to-end delivery, performance, and continuous improvement of technology services across AP+. The role ensures that service management practices including incident, problem, asset, and service level management are effectively designed, implemented, and optimised to meet business, regulatory, and stakeholder needs. Success in the role will see you drive operational excellence, strengthen stakeholder engagement, and enhance service reliability and efficiency to support AP+’s strategic objectives and the resilience of Australia’s payments ecosystem.

Key Outcomes the Role Owns

• Define and lead service management strategy for critical payments platforms, aligning reliability, resilience, and performance with business, regulatory, and customer outcomes.
• Own end-to-end service performance across high-availability, real-time environments, ensuring stability, scalability, and operational excellence.
• Lead response to major incidents impacting payment flows, safeguarding customer trust, financial integrity, and scheme obligations.
• Embed proactive, data-driven practices to reduce failure demand, optimise transaction performance, and strengthen platform resilience.
• Partner with senior stakeholders across product, risk, and operations to prioritise demand and ensure alignment to regulatory and commercial objectives.
• Build and lead high-performing teams, uplifting service management maturity to support secure, compliant, and always-on payment services.

You’ll likely be a strong fit for this role if you can confidently answer “yes” to most of the following

Service Level Management

Demonstrated experience defining and governing enterprise-wide service level frameworks (SLAs, OLAs, service catalogue) within complex, regulated environments.

Incident Management

Extensive leadership of incident and major incident management in high-availability environments. Proven capability to lead organisational response to critical incidents, optimise recovery performance, and ensure effective communication, governance, and post-incident improvement.

Problem Management

Demonstrated ability to identify systemic issues, reduce recurring incidents, and improve service stability through root cause analysis and preventative controls.

Asset Management

Experience governing the full lifecycle of technology assets in regulated environments, ensuring compliance, risk control, and optimisation of asset value across complex technology estates.

Measurement & Reporting

Proven ability to establish enterprise service measurement frameworks, leveraging data and insights to drive performance improvement, inform executive decision-making, and enhance operational outcomes.

Stakeholder Relationship Management

Demonstrated ability to act as a trusted advisor, align competing priorities, and drive outcomes through effective communication and governance.

People & Performance Management

Experience building and leading high-performing teams, setting clear accountability, and driving a culture of continuous improvement, operational excellence, and capability uplift.

Service Management Governance & Compliance

Deep understanding of service management controls, policies, and regulatory obligations within financial services or payments environments.

Operational Excellence & Continuous Improvement

Demonstrated experience driving service management maturity, embedding continuous improvement practices, and optimising operational efficiency, resilience, and customer outcomes.

What happens next

At AP+, we believe in the power of passion, pride, and purpose.­ Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email hidden — sign in] We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.

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At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.