Director of Service Management

Company Description

Kovra Pay Inc. is building an infrastructure layer within the payments ecosystem to enhance how money moves. The company focuses on improving trust, control, and reliability so consumers and institutions can operate with greater confidence as payments become faster and more automated. Kovra Pay is currently in stealth mode and working closely with a select group of early partners to validate and refine its solutions. Team members have the opportunity to shape core payment services and standards that aim to support future innovation across the industry. Role Description The Director of Service Management is a full-time remote role responsible for defining and leading the end-to-end service management strategy across Kovra Pay’s technology and payment platforms. This role oversees service delivery operations, including incident, problem, and change management, ensuring services are reliable, well-governed, and aligned with business and partner needs. Day-to-day activities include collaborating with engineering, product, and partner teams to establish service-level objectives, track performance metrics, and drive continuous improvement initiatives. The Director will design and refine service management processes, manage cross-functional programs to enhance service quality and resilience, and create frameworks for clear communication and escalation. This role also involves mentoring team members, coordinating with external partners, and ensuring that service practices support secure, compliant, and scalable payment operations.

Qualifications

Strong IT Service Management and Service Delivery skills, including experience with frameworks such as ITIL or similar methodologies. Proficiency in Program Management, with a track record of leading cross-functional initiatives and driving complex projects to completion. Advanced Analytical Skills to interpret operational metrics, identify trends, and make data-informed decisions that improve service performance. Solid grounding in Information Technology, including familiarity with cloud-based infrastructure, APIs, and modern payment or fintech architectures. Proven leadership experience in service management or operations roles, preferably within payments, fintech, or financial services. Ability to build and optimize processes, create documentation and playbooks, and foster a culture of continuous improvement. Excellent communication and stakeholder management skills, with the ability to influence and collaborate across technical and non-technical teams. Bachelor’s degree in Information Technology, Computer Science, Business, or related field; advanced degree or relevant certifications (e.g., ITIL, PMP) are a plus.