Service Design and Transition Specialist

Paymentology; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Paymentology is seeking a Service Design & Transition Specialist in Dubai to ensure new or changed services deploy to production with full operational readiness. You will bridge build and run, governing frameworks and go-live processes while coordinating across Engineering, Product, Operations and Client Delivery.

Ideal candidates have hands-on service design and production operations experience in fintech or SaaS, familiar with ITIL principles, and a track record of driving MTTA reductions and

Qualifications

• Bachelors degree in a related field preferred (CS/IT/Engineering).
• Minimum 5 years of experience in service design, service transition or production operations.
• Experience coordinating cross-functional stakeholders through readiness and early life support phases.

Responsibilities

• Own and evolve the service transition framework including readiness gates and go-live processes.
• Define and implement operational acceptance criteria across monitoring, support models, SLAs and escalation paths.
• Lead event management design for new services, acting as product owner for alerting and incident detection capabilities.
• Govern early life support and hypercare, tracking service performance metrics post-go-live such as MTTA and alert quality.
• Maintain service catalogs, support boundaries, and high-quality documentation during transitions.
• Coordinate stakeholder readiness sessions to align roles across Engineering, SRE, Product Support and Client Operations.
• Conduct post-transition reviews and embed lessons learned into continuous improvement of service delivery.

Skills

Service design

Transition

Production operations

ITIL

Jira Service Management

ServiceNow

Datadog

MTTA reduction

Incident detection

Stakeholder management

Education

Bachelor's degree

Tools

Jira Service Management

ServiceNow

Datadog

Job description

Were looking for a Service Design & Transition Specialist to ensure that every new or changed service is introduced into production with full operational readiness. Acting as the bridge between build and run you will own the frameworks governance and execution that drive successful service transitions from planning through early life support aligning Engineering Product Operations and Client Delivery to enable scalable reliable and supportable services. If youre experienced in service design transition and production operations in fast-paced fintech or SaaS environments this is your opportunity to make a global impact.

What you get to do:

• Own and evolve the service transition framework including readiness gates and go-live processes
• Define and implement operational acceptance criteria across monitoring support models SLAs and escalation paths
• Lead event management design for new services acting as product owner for alerting and incident detection capabilities
• Govern early life support and hypercare phases tracking service performance metrics post-go-live such as MTTA and alert quality
• Maintain service catalogues support boundaries and high-quality documentation throughout transitions
• Coordinate stakeholder readiness sessions to align responsibilities across Engineering SRE Product Support and Client Operations
• Conduct post-transition reviews and embed lessons learned into continuous improvement of service delivery

What you can look forward to:

At Paymentology its not just about building great payment technology its about building a company where people feel they belong and their work matters. Youll be part of a diverse global team thats genuinely committed to making a positive impact through what we do. Whether youre working across time zones or getting involved in initiatives that support local communities youll find real purpose in your work and the freedom to grow in a supportive forward-thinking environment.

Travel:

< 10%

Requirements:

What it takes to succeed:

• Strong expertise in service design transition or production operations within high-velocity tech or fintech environments
• Deep understanding of ITIL service transition and operations principles with ITIL certification preferred
• Hands‑on experience with service management tooling such as Jira Service Management or ServiceNow and observability platforms such as Datadog
• Proven ability to design and implement alerting and incident detection with a focus on MTTA reduction and alert quality improvements
• Excellent communication skills with the ability to produce structured documentation reviews and stakeholder updates
• Familiarity with regulated environments such as fintech or SaaS is advantageous

Education & Experience:

• Bachelors degree in a related field preferred (e.g. Computer Science IT Engineering Business)
• Minimum 5 years of experience in service design service transition or production operations
• Hands‑on experience coordinating cross-functional stakeholders through service readiness and early life support phases