ITSM Communications & Premium Customer SDM

Planet; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company in London seeks an ITSM Communications & Premium Customer Service Delivery Manager. This hybrid role involves managing communications for incidents and supporting premium customer relationships. Candidates should have extensive IT Service Management experience, particularly in financial services, with strong ITIL knowledge. Join a fast-paced environment focused on connected commerce.

Benefits

Hybrid work model

Diverse workplace

Growth opportunities

Qualifications

• 10–12 years of experience in IT Service Management, IT communications, or Service Delivery roles, preferably within the financial services industry.
• Strong knowledge of ITIL v3/v4 with a required ITIL Foundation certification.
• Proven ability to communicate clearly under pressure during time-sensitive service outages.

Responsibilities

• Lead all communications for major incidents, planned maintenance, and service disruptions.
• Act as a service relationship manager supporting Key Account managers and premium customer support team.
• Manage escalations and act as service advocate for premium customers.

Skills

IT Service Management

Stakeholder engagement

ITIL practices

Risk-aware communication

Executive communication

Education

Bachelor’s degree in Information Technology, Business, or Communications

Tools

ServiceNow

BMC Remedy

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 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 Planets external premium customers

This hybrid role is responsible for crafting and managing structured communications around service events (e.g., incidents, changes, outages), while also supporting our KAMs and Premium customer support team managing Planets key accounts (client-facing). The ideal candidate will have a deep understanding of ITIL practices, risk-aware communications, and strong stakeholder engagement within financial institutions (Online payments experienced preferred).

What you will do:

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.
• Working on an on-call rota, act as the primary communication liaison for business updates during critical incidents, working closely with the Incident Manager and Technology SMEs.
• Coordinate and manage tuned external customer communications for incidents working within the commercially agreed parameters

Premium Service Delivery Management:

• Act as a technology service relationship manager supporting our Key Account managers and premium customer support team for premium customers
• Support premium customer service reviews, providing tailored reporting on SLAs, KPIs, incident trends, and continuous improvement initiatives.
• Manage escalations and act as a service advocate for premium customers, working across IT functions to ensure timely resolution and risk mitigation for critical business processes.
• Partner with premium Key Account Managers to align IT performance with customer commercially agreed service parameters
• Drive adoption of leading practices in service delivery, leveraging 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 the financial services industry (banking, asset management, Payments, fintech).
• Strong knowledge of ITIL v3/v4; ITIL Foundation certification required (Intermediate or Managing Professional a plus).
• Experience working with regulated environments and understanding of compliance frameworks such as PCI-DSS, DORA, GDPR, ACPR or ISO 27001.
• Proven ability to communicate clearly under pressure, especially during time-sensitive service outages.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy), reporting tools, and executive dashboards.

Preferred Qualifications:

• Experience working in or supporting 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, 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.