Service Delivery Specialist

About Us:
Stitch is a visionary technology company committed to empowering businesses through our homegrown SaaS and API-driven platform. Our mission is to simplify money movement processes, enhance profitability, and deliver seamless experiences for our clients and their customers. We strive to eliminate complexities and create innovative solutions for a better tomorrow.

About the Role:

We are looking for a Service Delivery Specialist with deep expertise in payment operations, card processing, and digital payments within a fintech or payment processor environment.
The ideal candidate brings hands-on experience with Mastercard, Visa, and Mada schemes, and is well-versed in managing prepaid, debit, Islamic, and revolving credit products.
This role is responsible for ensuring seamless operational delivery across payment systems, maintaining high client satisfaction, and driving continuous process improvements in a fast-paced, compliance-driven ecosystem

What will you be doing?

• Managed end-to-end payment operations including authorization, clearing, settlement, reconciliation, dispute handling, and chargeback management across multiple payment products.
• Oversaw operational workflows for wallets, card issuance, prepaid, debit, Islamic, and revolving credit products within a fintech ecosystem.
• Ensured seamless service delivery and adherence to SLAs by proactivelymonitoringincidents, resolving escalations, and driving operational excellence.
• Collaborated cross-functionally with Technology, Product, Risk, Compliance, and external partners tooptimizepayment operations and client experience.
• Worked extensively with Mastercard, Visa, and Mada network rules, certifications, production migrations, BIN management, tokenization, and 3DS authentication flows.
• Monitored transactions, fraud alerts, and suspicious activities while ensuring compliance with AML/CFT, PCI DSS, Central Bank, and card scheme regulations.
• Maintained audit-ready SOPs, operational documentation, and supported risk assessments, audits, and control enhancement initiatives.
• Served as the primary operational contact for fintech partners, banks, and enterprise clients, conducting KPI/SLA reviews and supporting onboarding and go-live activities.
• Drove process improvement initiatives through automation, RCA analysis, MIS reporting, dashboard creation, and workflow optimization to enhance operational efficiency and service quality.

Who are you?

• Bachelor’s degree in Finance, Business Administration, Computer Science, or a related field with 5+ years of experience in payment operations, fintech, PSPs, or transaction processing environments.
• Strong understanding of Mastercard, Visa, and Mada network operations, compliance requirements, and card scheme certifications.
• Proven experience managing prepaid, debit, Islamic, and revolving credit products within regulated fintech ecosystems.
• Hands-onexpertisein 3DS, tokenization, transaction monitoring, reconciliation, card issuing/acquiring flows, and settlement systems.
• Familiarity with ISO 8583, API integrations, host-to-host settlement protocols, switches, and CMS platforms.
• Strong communication, analytical, stakeholder management, and cross-functional coordination skills with experience handling SLAs and incident management.
• Knowledge of PCI DSS, AML/CFT, Central Bank regulations, ITIL/ISO 20000 frameworks, and Islamic finance compliance principles.
• Track recordof improving operational KPIs including SLA compliance, service uptime, reconciliation accuracy, transaction success rates, audit readiness, and client satisfaction.

Why Join Us?

• Be part of a fast-growing company driving innovation in financial technology.
• Work on challenging and cutting-edge projects that make a real impact.

• Opportunity to lead and mentor a talented team of developers.
• Collaborative and inclusive work environment with a focus on growth and development.