Head of Production

About the role

International Card Processing Services Ltd (ICPS) is looking for a Head of Production to take full accountability for the stability, quality and SLA performance of its mission‑critical SaaS payment applications. The role operates in a 24/7 regulated environment and reports to the Head of Payment Services.

Key responsibilities

• Own the end‑to‑end production lifecycle of SaaS payment applications, ensuring high availability, performance and functional stability.
• Act as the single accountable owner for production incidents, service impact and move‑to‑production governance.
• Lead the RUN, Monitoring, L1 and L2 support functions, guaranteeing real‑time visibility and effective alerting.
• Drive incident, problem and change management following ITIL best practices, reducing recurrent issues through root‑cause analysis.
• Maintain service delivery performance, meeting SLAs, KPIs and reporting commitments.
• Foster knowledge management by keeping runbooks, procedures and documentation up to date.

Required profile

• Proven experience leading production or operations teams in a regulated, 24/7 environment.
• Strong background in SaaS payment applications or similar financial technology services.
• Demonstrated ability to manage cross‑functional teams and collaborate with engineering, infrastructure and vendor partners.
• Excellent communication and stakeholder management skills.

Required skills

• ITIL incident, problem and change management.
• Production monitoring, alerting and dashboard tools.
• Advanced analytics/automation (including AI‑assisted) for IT service management.
• Service level management and KPI reporting.