Device Operations Specialist

Job Description

The Device Operations Specialist is responsible for the day-to-day operational management of Xplor's payment device estate.

Working closely with the Device & Terminal Estate Manager, Xplor Business Units and POS Portal, the role coordinates device ordering, provisioning, deployment, replacement, returns and inventory control. It ensures accurate estate records, reliable fulfilment and clear communication across the complete device lifecycle.

The Specialist is the first point of contact for routine device requirements and operational issues, maintaining the detail and control needed to give Business Units confidence in delivery.

• Maintain accurate serial-number-level device records, including merchant allocation, location, status, transfers, returns, retirement and available software versions.
• Reconcile the device estate with POS Portal, resolve discrepancies and track inactive, unassigned, damaged, missing and end-of-life devices.
• Validate device orders for new and existing merchants and track configuration, dispatch and delivery, keeping Business Units informed of stock availability, delivery dates and delays.
• Monitor stock levels and flag shortages, excess stock and ageing inventory.
• Coordinate replacements, returns, refurbishment, reuse and secure disposal.
• Coordinate provisioning and configuration for each merchant and Business Unit, confirm activation and resolve errors before they affect merchants.
• Support deployments, migrations, upgrades and device refreshes, including testing and operational readiness for new devices and capabilities.
• Act as the primary day-to-day operational contact for POS Portal, managing fulfilment, inventory, configuration and support requests through to resolution and escalating overdue, recurring or high-impact issues.
• Provide operational data and commentary for vendor governance reviews and support service improvements agreed with POS Portal.
• Be the first point of contact for routine Business Unit device enquiries and onboarding requirements, coordinating with Payments Operations, Onboarding, Customer Success, Support and Product.
• Coordinate device incident investigations with internal teams and vendors, gather supporting information, arrange replacements and track resolution.
• Support approved software, firmware and configuration changes with POS Portal, Product, Engineering and Payments Operations, maintaining deployment records where available.
• Report on inventory, deployments, fulfilment, replacements, returns and incidents; track service levels and maintain action, issue and risk logs.
• Support audit evidence and PCI-related controls, including records for lost, stolen and retired devices.
• Identify recurring faults, fulfilment failures, configuration issues and Business Unit process gaps; document and improve processes, troubleshooting guides, support playbooks and knowledge articles.
• Support automation and standardisation led by the Device & Terminal Estate Manager.