Service Management Lead

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.   

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.

• →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.