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JD — Service Architect

Owner Classification Review Date Status
People Operations Internal April 2027 Active

Job Description: Service Architect

Department: Technology & Digital — Production Engineering
Reports to: Head of Production Engineering

Role Overview

Simpaisa's Production Engineering team runs the live payment platform. The Service Architect designs the ITSM framework that governs how that team operates — incident management, problem management, change management, service level agreements, and the processes that ensure every corridor launch is operationally safe and every outage has a systematic response.

This is not a software architecture role — it is a service management architecture role. The Service Architect owns how Simpaisa manages its services in production: what processes exist, how they work, what tooling supports them, and how performance is measured. In a business that processes hundreds of millions of dollars and must satisfy DFSA and SBP audit requirements, service management is not a back-office function. It is a regulatory obligation and a commercial differentiator.

Key Responsibilities

  • Design and own Simpaisa's ITSM framework: incident management, problem management, change management, service request management, and service level management — aligned to ITIL best practices and adapted for a 9-day delivery cycle.

  • Define and maintain SLAs and OLAs for all payment corridors and platform services — in terms that partners and regulators can hold Simpaisa accountable to.

  • Design the change management process for production deployments: ensure every production change (including corridor launches) has an approved change record, rollback procedure, and post-change validation window.

  • Select, implement, and maintain the ITSM tooling platform — Jira Service Management, ServiceNow, or equivalent. Configure workflows, SLA timers, escalation rules, and reporting dashboards.

  • Define the post-incident review (PIR) process: standard structure, accountability framework, action tracking, and trend analysis. Drive a blameless post-mortem culture.

  • Produce service performance reporting: SLA attainment per corridor and operator, incident volume and resolution time trends, change success rates, problem backlog health.

  • Work with the CSNO's Partner Performance & Optimisation team to ensure Simpaisa's service performance reporting is aligned with operator SLA commitments.

  • Design and maintain the service catalogue: what Simpaisa's technology services are, what their SLAs are, and how to request changes or report issues.

  • Support regulatory evidence requirements: DFSA and SBP require evidence of service management processes and SLA compliance. The Service Architect ensures this evidence exists and is audit-ready.

Required Skills and Experience

  • ITSM frameworks: Deep expertise in ITIL — not just certification, but practical design and implementation of ITSM processes in production technology environments. ITIL 4 certification preferred.

  • Payments/fintech: Experience designing service management processes for payment systems, financial services infrastructure, or similarly regulated, high-availability environments.

  • SLA design: Experience defining SLAs that are measurable, commercially meaningful, and operationally achievable. Ability to translate regulatory requirements into SLA structures.

  • Change management: Experience designing change management processes for organisations running continuous deployment — the process must enable speed without sacrificing safety.

  • ITSM tooling: Hands-on experience configuring and maintaining ITSM platforms (Jira Service Management, ServiceNow, or equivalent).

  • Regulatory compliance: Understanding of what DFSA, SBP, or equivalent financial regulators expect from service management evidence. Experience producing audit-ready documentation.

  • Data analysis: Ability to analyse service performance data — identify trends, produce reports, and make data-driven recommendations for service improvement.

  • Communication: Ability to present service performance to CSNO, CDO, and board. Partners and regulators will ask questions — the answers come from this role's framework.

General Requirements

  • Bachelor's degree in Information Technology, Business Administration, or a related field.

  • 8+ years of experience in IT service management, with experience designing and implementing ITSM frameworks.

  • ITIL 4 Foundation certification minimum; Managing Professional or Strategic Leader preferred.

  • Demonstrated experience in a regulated financial services environment.

What We Offer

  • Competitive salary benchmarked to Dubai market rates.

  • ITSM work with real regulatory consequence — DFSA audits, SBP reporting, and partner SLA obligations are all live.

  • Direct collaboration with CSNO's Partner Performance & Optimisation team.

  • Opportunity to build a service management framework from a maturing base.

  • Visa sponsorship available for the right candidate.