Merchant Services Program Manager

Recruitment #090523-MABZ77-120500

Summary Statement

The class incumbent is responsible for overseeing, monitoring, and managing the statewide Merchant Services & Payment Card Industry Data Security Standards (“PCI-DSS”) Compliance Programs for the Office of the State Treasurer.  The incumbent’s work encompasses electronic payment platforms, project management, and financial systems analysis.  The incumbent will serve as a key leader in the State in building secure and efficient payment channels in the era of digital government.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class.  Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

  • In conjunction with the Director, oversees the strategic planning, development, and implementation of existing and new programs.
  • Develops and manages plans for new projects including identification of activities, methodological approaches, and evaluation procedures.
  • Provides advisory banking, financial and system development services to ensure efficient and effective control of the State’s Merchant Services Program while maintaining full programmatic accountability for this area of expertise.
  • Serves as the departmental expert in administering the operation and governance of the Merchant Services Program.
  • Delivers payment security (PCI) compliance project management and planning in combination with DTI, external consultants, and other Office of the State Treasurer staff to complete internal and external scans, remediation, self-assessment questionnaires (SAQ), provide training to state agencies, and monitor contractual performance for payment security vendors.
  • Manages and participates in the development of documentation to include project requirements analysis, information needs analysis, alternate design approaches, cost/benefit analysis, cost and time estimates, programming and testing projects of strategic importance.
  • Develops and recommends new, and revisions to, existing policies and procedures such as standard operating procedures, internal guidelines with process maps for leading annual PCI compliance and remediations efforts, on-site review policies, and procedures for PCI and ACH compliance for third party vendors.
  • Manages and creates new merchant accounts with state agencies, counseling end users on the features and benefits of various merchant services products, including payment gateway (.e. web portals, point of sale systems, interactive voice response, and electronic payment technology), as well as merchant processing requirements, costs, and procedures.
  • Oversees contract administration to include development and negotiation of contracts and bid specifications, formulating stipulations and requests for bids, managing Requests for Proposals (RFPs), meeting with vendors/contractors, monitoring contractual deliverables, presenting to the Cash Management Policy Board in order to obtain contract approval, reviewing and recommending payments, and recommending/applying adjustments to original contracts to safeguard agreement with contract terms.
  • Provides technical support for the resolution of merchant services processing, hardware, software, and network issues.  Troubleshoots issues related to internal/external merchant services file transmissions.  Coordinates other statewide technical initiatives and upgrades for the agency in coordination with DTI as needed.
  • Collects, interprets, and analyzes data.  Prepares reports containing findings, conclusions, and recommendations.
  • Evaluates the delivery of program services.
  • Supervises the maintenance of records and files.
  • Reviews and analyzes publications, research development and other documents related to Merchant Services.
  • Plans, assigns, reviews, and evaluates the work of subordinate staff.

Job Requirements

JOB REQUIREMENTS for Merchant Services Program Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

  1. Three years’ experience in Business Operations, Finance or Marketing in a banking or financial service industry.
  2. Three years’ experience in compiling, analyzing and interpreting financial data to ensure effective and efficient accounting of funds or to make projections for financial planning.
  3. Three years’ experience in merchant services operations which includes PCI compliance, assessment, and remediation, familiarity with payment gateway systems, and managing financial systems that process credit, debit and ACH transactions.
  4. Three years’ experience in project management which includes the development of goals and objectives under a standardized timeline, as well as working with diverse interagency teams to achieve measurable outcomes.
  5. Three years’ experience in developing solutions and providing recommendations, guidance and direction to management/officials in accomplishing organizational and operational goals and objectives and identifying and resolving issues.
  6. Two years’ experience in contract administration which includes overseeing the development and negotiation of contracts and bid specifications; managing bid openings; awarding and executing contracts.
  7. Six months’ experience in developing policies and procedures.
  8. Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.

Additional Posting Information

A writing sample will be requested at the time of interview.

Conditions of Hire

Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.


To learn more about the comprehensive benefit package please visit our website at

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at


Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.