Project Manager - Operations

The opportunity

We are looking for an energetic ITIL skilled project manager with a broad technology experience in the application integration and automation space to join our team.

Day-to-day responsibilities

Project leadership and governance

• Define scope, outcomes, roadmap, milestones, resources and acceptance criteria.
• Maintain integrated plans, RAID, decisions, actions, dependencies and status reporting.
• Coordinate design, development, security assurance, testing, deployment and operational handover.
• Manage prioritisation across portal, integration, automation and operating-model deliverables.

Operating model setup

• Coordinate service management processes, support roles, service catalogue, escalation paths, reporting and governance.
• Ensure incident, request, change, problem, knowledge and service-level processes are operationally aligned.
• Develop readiness plans, support procedures, runbooks, knowledge and training.

Portal and automation delivery

• Lead delivery of a secure external customer portal for incident and request submission and tracking.
• Coordinate AI-assisted classification, routing, summarisation and knowledge capabilities with appropriate human oversight.
• Deliver backend integration and workflow automation across ServiceNow, Slack and Jira.
• Reduce duplicate data entry while preserving traceability, security and system-of-record controls.

Assurance and operational acceptance

• Coordinate architecture, privacy, security, legal and risk reviews.
• Ensure cardholder and sensitive customer data are protected and not unnecessarily captured or propagated.
• Define test strategy, non-functional requirements, monitoring, support and fallback arrangements.
• Secure formal operational acceptance before production launch.

People and vendor leadership

• Set priorities and delivery expectations for the two developers.
• Coordinate internal platform teams and external suppliers.
• Foster iterative delivery, documentation, code quality and knowledge transfer.

Who are we looking for

You come from a background in technical support of internal corporate IT systems, have experience with payments or finance industry and have been working as a project manager for some time.

Skills and Experience

• Senior project management experience delivering service management, portal or automation initiatives.
• Strong understanding of ITSM processes and operational readiness.
• Experience with ServiceNow, Jira, Slack and enterprise integrations.
• Working knowledge of AI-enabled automation, APIs and workflow orchestration.
• Strong security, privacy and non-functional delivery awareness.
• Experience managing technical developers and multidisciplinary stakeholders.

Leadership and Behavioural Attributes

• Customer focused and delivery oriented.
• Technically credible without losing operational focus.
• Structured, transparent and decisive.
• Collaborative and able to resolve cross-platform ambiguity.
• Strong commitment to secure and supportable solutions.

Qualifications

• Degree or equivalent professional experience.
• PMP, PRINCE2 or Agile certification desirable.
• ITIL Foundation or higher desirable.
• Relevant ServiceNow or integration certification desirable.