Head of Production – SaaS Payment Applications

About the role

ICPS is looking for a Head of Production to take end‑to‑end accountability for the stability, service quality and SLA performance of its mission‑critical SaaS payment applications used by banks and financial institutions. Reporting to the Head of Payment Services, the role leads multiple operational teams and ensures production readiness in a 24/7 regulated environment.

Key responsibilities

• Own the full production lifecycle of SaaS payment applications, guaranteeing availability, performance and functional stability.
• Act as the single accountable owner for production incidents and service impact, driving disciplined incident, problem and change management following ITIL practices.
• Lead RUN, Monitoring, L1 and L2 support functions, ensuring real‑time visibility, effective alerts, dashboards and automation where possible.
• Collaborate with Engineering, SMEs, Infrastructure and vendors to resolve complex issues and validate operational readiness before releases.
• Maintain service delivery performance, meet SLAs, KPIs and report transparently to production committees and customers.
• Develop and maintain runbooks, procedures and knowledge bases, and up‑skill RUN, L1 and L2 teams to increase autonomy.

Required profile

• Proven experience leading operational teams (RUN, L1, L2) in a production environment.
• Strong background in incident, problem and change management, preferably using ITIL.
• Ability to drive continuous improvement of reliability, robustness and operational maturity.
• Experience working with SaaS applications in a regulated financial services context.

Required skills

• ITIL framework
• Production monitoring and alerting tools
• Incident and problem management processes