Manager, Device & Merchant Technology UK

Job Description

Role Summary

The Device & Merchant Technology Manager owns Xplor’s payment device lifecycle, performance, controls and strategy. Working with Business Units, Payments and manufacturers, the role oversees POS Portal’s contracted configuration, warehousing, fulfilment, reporting and returns services to support growth, reliable merchant service and agreed compliance and financial requirements.

Key Responsibilities

• Own the device lifecycle from demand forecasting and purchasing through deployment, support, replacement, returns, refurbishment and retirement; oversee POS Portal’s delivery against Xplor’s requirements.
• Maintain accurate, reconciled serial-number records and controls; monitor device performance, usage, availability and condition, balancing stock needs against cost.
• Be the main Business Unit contact for device needs, forecasts and growth plans, translating requirements into delivery plans with POS Portal and internal teams while maintaining consistent standards.
• Lead existing-estate migrations with each Business Unit, owning sequencing, customer communications, readiness and service continuity; track progress, risks, dependencies and exceptions to completion.

• Own Xplor’s device operating model and POS Portal relationship, holding the vendor accountable for contractual commitments, SLAs and KPIs through regular service, stock, cost and customer-experience reviews.
• Resolve escalations and cross-functional blockers, drive root-cause improvements and coordinate device manufacturers and future hardware partners.

• Govern terminal configuration standards and coordinate software, firmware and security updates with Product, Engineering, Operations and vendors.
• Support terminal launches, certification and upgrades aligned with Xplor’s product roadmap and merchant needs.
• Partner with Customer Success, Support and Onboarding to improve installation, activation and support, with clear playbooks, ownership and service expectations.
• Act as the senior escalation point for complex device issues and use incident trends to reduce repeat contacts.
• Maintain applicable PCI, security and regulatory controls, including lost, stolen, compromised and retired devices; support audits, risk reporting and remediation.
• Track device costs, vendor charges, inventory exposure and opportunities for cost optimisation.
• Develop the device estate strategy, evaluate SmartPOS, integrated and unattended solutions, and build investment cases.
• Drive automation, standardisation and scalability across device management processes.