Technical Service Manager (Sign-on bonus)

ABOUT US

Live Payments is one of Australia's leading payment service providers, servicing thousands of businesses across Australia. We continue to innovate our payment solutions and expand our product offering alongside our industry leading strategic partners including Qantas Loyalty and Ingenico.

ROLE AND RESPONSIBILITIES

Live Payments is seeking a talented and experienced Incident Manager/Technical Service Manager to join our growing/multi-national team. Reporting directly to our Vietnam based Software Development Leader, the Technical Service Manager will take care quantity and quality of product services between technical team and other departments and maintain the company standards of timely delivery and customer satisfaction. 

Core duties include:

• Incident Management:
  • Respond promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
  • Establish and continuously improve the incident management process, monitoring and optimizing processes to improve KPIs and customer experience.
  • Plan and develop a Knowledgebase for the technology team to improve incident handling capabilities.
  • Conduct regular meetings with team(s) to review service performance and identify areas for improvement.
  • Identify and escalate issues to the relevant teams or third parties when beyond the scope of the team's capabilities.
  • Ensure all cases are resolved within the defined SLAs.
• Performance Management:
  • Collaborate with business and product teams to define KPIs for products and services.
  • Provide regular insights on the performance of products and services, enabling the product and delivery teams to identify areas for improvement.
  • Create and deliver performance reports, highlighting key metrics and trends.
• Capacity Planning:
  • Analyse current demands for products and services.
  • Identify the capacity of existing resources and determine gaps between demands and current capacity.
  • Forecast future demands for products and services and monitor capacity utilization to take appropriate action and ensure optimal performance.
• Service Improvement:
  • Define SLAs for internal teams and assist in reaching agreed SLAs with partners.
  • Collaborate with delivery and support teams to continuously review, identify, and implement improvements to the quality of products and services.
  • Review and evaluate the results of service improvement efforts.
• Team Management:
  • Manage staffing levels of the Service team and forecast the resources required to maintain service quality.
  • Provide training and coaching to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Review and monitor the performance of team members, providing feedback and support as needed to ensure efficient performance.