Service Delivery & Governance Lead

Job description

About Us 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. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. 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. Role Overview: We are looking for a Service Delivery & Governance Lead to be the primary point of contact for Planet's service providers and to own operational governance, service performance and reporting across Technology Production Support. You will run the governance cadence that keeps service delivery on track, manage provider SLAs and performance, keep operational policies and procedures current, drive service improvement plans, and own the monthly and quarterly reporting that senior leadership and key clients rely on. What you will do: Act as the primary relationship and escalation point for Planet's service providers — owning day-to-day liaison and the overall governance relationship. Own the operational governance framework and cadence: monthly service reviews, quarterly business reviews (QBRs) and the escalation path for service performance issues. Manage service provider performance against SLAs and KPIs: adherence, service credit regime, contractual obligations and remediation. Own service improvement plans (SIPs): agree actions with providers, track them to closure and report progress. Own and maintain operational policies, procedures and governance documentation — keeping them current and audit-ready. Own and continuously improve the monthly and quarterly reporting pack — content, data quality and the move from manual compilation to automated reporting. Represent Technology Production Support in governance forums with internal stakeholders and key clients. Track and report operational risk, service trends and improvement actions to senior leadership. Partner with ITSM practice leads so governance decisions feed into change, problem and capacity practices. Who you are: 5+ years in service governance, service delivery management or vendor/supplier management for technology services. Proven experience managing third-party service providers against SLAs — reviews, escalations and performance improvement. Experience owning governance cadences and QBRs, and producing leadership-visible service reporting. Strong on policies, procedures and controls; comfortable in audited or regulated environments. Commercial awareness: SLAs, service credits and performance regimes are familiar territory. Excellent reporting and presentation skills. ITIL certified preferred; payments, fintech or regulated-industry experience a strong plus. Why Planet Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you. Apply now. At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.