ITSM MIM Lead SDM

About Planet

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 seeking an experienced Major Incident Management Lead SDM with deep ITIL expertise and a proven track record in managing critical incidents in financial services environments. This role is responsible for leading our ITSM Major Incident function consisting of internal and external teams. The successful candidate will lead / shape our 24/7 Major Incident function, maintaining service continuity, minimising business disruption, and ensuring high availability of key systems in our 24/7 online regulated payment environment.

You will act as the bridge between technical teams, executive stakeholders, and service management functions during high-pressure events, driving service recovery and ensuring accurate timely business impact assessment are provided.

What you will do

• Act as the single point of accountability for all major incidents affecting business-critical services.
• Serve as the Incident Commander for all Priority 1 (P1) and high-severity (P2) incidents affecting critical systems, ensuring timely triage, escalation, resolution, and stakeholder communication (working with the ITSM communication team).
• Lead the Major Incident lifecycle
  : identification, impact assessment, coordination of response teams, root cause capture, and incident closure.
• Lead real-time war rooms, driving cross-functional teams to resolve incidents quickly and effectively.
• Deliver structured, risk-aware communications to executive stakeholders
  , including business leadership, compliance, and client-facing teams.
• Ensure accurate and timely documentation of incidents in ITSM tools (e.g., Service Now), and facilitate Post-Incident Reviews (PIRs) to drive remediation and service improvement.
• Provide coaching and mentoring to incident managers and support teams to raise operational excellence.
• Ensure adherence to ITIL best practices for Incident, Problem, and Change Management.
• Monitor and report on incident KPIs, including MTTR (Mean Time to Resolve), SLA compliance, and service availability.
• Maintain readiness for regulatory audits, including compliance with PCI-DSS, DORA, GDPR, ACPR or ISO 27001 where applicable.

Governance & Continuous Improvement

• Maintain a structured MIM framework aligned to ITIL v4 and operational resilience principles
  .
• Partner with Problem Management, Change Management, and Risk & Compliance to identify systemic issues and ensure closed-loop resolution.
• Continuously improve the major incident management process, leveraging ITIL CSI (Continual Service Improvement).
• Report on MIM performance, trends, and risks to senior IT and business leadership.
• Participate in business continuity, disaster recovery (DR), and resiliency planning and testing.

Who you are

• Bachelor’s degree in information technology, Business, or related field.
• 12–15 years of experience in IT operations, service management, incident response, with at least 5+ years in a leadership or command role.
• Proven track record in Major Incident Management
  , preferably in a 24/7 regulated environment such as financial services
  .
• Deep understanding of ITIL v3/v4
  ; ITIL Foundation required, Intermediate/Managing Professional preferred.
• Experience working with monitoring and ITSM tools such as Coralogix
  Service Now, Splunk, App Dynamics, Pager Duty, or BMC Remedy
  .
• Strong communication and stakeholder management skills, with experience briefing senior leadership during live incidents.
• Preferred Qualifications
  :
• Experienc…