Service Transition Lead - Operational Readiness & Incident Design

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

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