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Overview
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
We are looking for a proactive and experienced ITSM Communications & Premium Customer Service Delivery Manager to support enterprise technology operations and deliver high-touch communication and service relationship management to executive internal stakeholders and Planet's external premium customers. This hybrid role crafts and manages structured communications around service events (incidents, changes, outages) and supports our KAMs and Premium customer support team managing Planet's key accounts.
This role requires a deep understanding of ITIL practices, risk-aware communications, and strong stakeholder engagement within financial institutions. Online payments experience is preferred.
ITSM Communications
- Lead all communications for major incidents, planned maintenance, and service disruptions across critical services.
- Ensure timely, accurate, and risk-sensitive communications to business stakeholders, executive leadership, control functions (e.g., compliance, legal, risk) and external customers.
- Develop and maintain communication protocols, stakeholder matrices, and incident playbooks aligned with commercial expectations.
- Work with Incident and Problem Management teams to deliver post-incident reports (PIRs), business impact summaries, and communications for external customers.
- On-call rota: act as the primary communication liaison for business updates during critical incidents, coordinating with the Incident Manager and Technology SMEs.
- Coordinate and manage external customer communications for incidents within commercially agreed parameters.
Premium Service Delivery Management
- Act as a technology service relationship manager supporting the Key Account managers and premium customer support team for premium customers.
- Provide tailored reporting on SLAs, KPIs, incident trends, and continuous improvement initiatives.
- Manage escalations and act as a service advocate for premium customers, ensuring timely resolution and risk mitigation for critical business processes.
- Partner with premium Key Account Managers to align IT performance with customer service parameters.
- Drive adoption of leading practices in service delivery using ITIL-based frameworks and internal controls.
Who You Are
- Bachelor's degree in Information Technology, Business, or Communications.
- 10–12 years of experience in IT Service Management, IT communications, or Service Delivery roles, preferably within financial services (banking, asset management, payments, fintech).
- Strong knowledge of ITIL v3/v4; ITIL Foundation certification required (Intermediate or Managing Professional is a plus).
- Experience in regulated environments and understanding of frameworks such as PCI-DSS, DORA, GDPR, ACPR or ISO 27001.
- Proven ability to communicate clearly under pressure during time-sensitive outages.
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy) and executive dashboards.
Preferred Qualifications
- Experience in Online Payments, core banking, or customer-facing financial platforms.
- Background in technology operations, incident management, or service governance within financial services.
- Ability to write or present for both technical and business audiences, including C-level executives, regulators, and auditors.
- Understanding of operational resilience, cyber risk communication, or disaster recovery planning in financial institutions.
Key Competencies
- Executive communication under pressure
- Service quality and relationship management
- Risk-aware decision making
- Governance, reporting, and regulatory alignment
- Proactive incident and problem coordination
Why Planet
Planet is an equal opportunity employer where diversity is valued. Employment decisions are based on qualifications, merit, and business need. We offer a hybrid work model with three days in the office per week, and reasonable accommodations may be made to perform essential functions.
We would love to hear from you – Apply now.
Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services and IT Consulting
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