Continual Service Improvement Manager

Continuous Service Improvement (CSI) Manager – Technology Improvement, Audit, Technical Debt & Project Delivery

The Continuous Service Improvement (CSI) Manager is responsible for establishing, maturing, and driving Pay Fast’s CSI capability to enhance the stability, reliability, and performance of technology services. The role leads technology improvement initiatives, operational uplift projects, technical debt reduction, and audit readiness and remediation, ensuring compliance and operational excellence across the organisation. A strong understanding of payment technologies, cloud platforms, and the full technology stack—from application, integrations, APIs, and middleware to compute, network, storage, and data layers is essential.

• CSI Leadership & Operating Model
• Develop and embed a CSI framework aligned to business outcomes and regulatory needs.
• Maintain and govern the CSI pipeline, ensuring prioritisation based on value and risk.
• Drive continuous improvement initiatives/projects and benefits realisation.
• Drive and implement organization critical technical initiatives and projects.
• Service Improvement & Operational Excellence
• Identify stability, performance, and process challenges.
• Drive automation, optimisation, and service reliability uplift.
• Technology Improvement Project Delivery
• Lead operational uplift projects including monitoring, automation, resilience, and tooling.
• Technology Audit, Compliance & Risk
• Lead coordination of internal/external audits and remediation tracking.
• Problem Management Integration
• Ensure RCA insights lead to permanent fixes and systemic improvement.
• Technical Debt Management & Reduction
• Maintain a Technical Debt Register and drive remediation across engineering.
• Governance, Reporting & Leadership Engagement
• Produce integrated dashboards covering CSI, audits, stability, and technical debt.

• Strong understanding of payment technologies and cloud environments.
• Broad knowledge of full stack: applications, APIs, microservices, integration, storage, compute, network, and security.
• Technical IT project management experience.
• Service Improvement Plans experience.
• Problem Management exposure.
• Auditing and compliance experience in a financial institution.
• ITIL 4, CSI practices, service analytics, and improvement delivery.

• 5–7 years in ITSM, CSI, Operations, Project management or Technology Governance.
• Payment ecosystem and regulated environment experience advantageous.
• ITIL v4 Foundation mandatory.