ITSM MIM & Business Operations Centre (BOC) Manager

Planet; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading technology company in London is seeking an ITSM Major Incident Manager & BOC Manager to lead incident management and operational oversight. This role requires strong leadership in maintaining service continuity and managing critical incidents within a regulated environment. The ideal candidate will have significant experience in IT operations and incident management. The company supports a hybrid work model with three days in-office.

Qualifications

• 12–15 years of experience in IT operations, with 5+ years in a leadership role.
• Proven record in Major Incident Management, preferably in a regulated environment.
• Strong communication and stakeholder management skills.

Responsibilities

• Serve as the Incident Commander for critical incidents.
• Lead Major Incident lifecycle and ensure accurate documentation.
• Manage the Business Operations Centre for real-time oversight.

Skills

Major Incident Management

Stakeholder Communication

ITIL v3/v4 Knowledge

Operational Leadership

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Splunk

AppDynamics

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 seeking a highly experienced and decisive ITSM Major Incident Manager & Business Operations Centre (BOC) Manager to lead the real-time coordination of critical incidents and operational oversight of our central technology command centre. This role plays a dual function: driving the Major Incident Management (MIM) process for high-impact outages and overseeing the Business Operations Centre, which monitors, responds to, and escalates IT events affecting core business services.

The successful candidate will be responsible for 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 ensure accurate timely business impact assessment are provided.

What you will do:

Major Incident Management (ITSM):

• 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.
• 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., ServiceNow), and facilitate Post-Incident Reviews (PIRs) to drive remediation and service improvement.

• Maintain readiness for regulatory audits, including compliance with PCI-DSS, DORA, GDPR, ACPR or ISO 27001 where applicable.

Business Operations Centre (BOC) Management:

• Lead and manage the Business Operations Centre, a 24/7/365 function that provides real-time operational oversight, event monitoring, and rapid incident escalation.
• Define and oversee BOC operational workflows, shift handovers, monitoring tool coverage, and incident response procedures.
• Ensure BOC analysts are trained and equipped to respond to alerts from infrastructure, application, and service monitoring platforms (e.g., Coralogix, Splunk, AppDynamics, SolarWinds).
• Coordinate with Infrastructure, Application Support, Cybersecurity, and Network Operations to ensure visibility and fast response to service-impacting events.
• Review BOC performance, metrics, and response SLAs; drive improvements through automation, SOPs, and knowledge sharing.

Governance & Continuous Improvement:

• Maintain a structured MIM and BOC 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.
• Report on MIM/BOC 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 ServiceNow, Splunk, AppDynamics, PagerDuty, or BMC Remedy.
• Strong communication and stakeholder management skills, with experience briefing senior leadership during live incidents.

Preferred Qualifications:

• Experience managing a Network or Operations Command Center / BOC / NOC / SOC.
• Familiarity with cloud operations (AWS, Azure), hybrid environments, or DevOps support models.
• Background in cybersecurity incident handling is a plus.
• Knowledge of compliance frameworks (e.g., PCI-DSS, DORA, GDPR, ACPR) relevant to incident governance and business continuity.

Key Competencies:

• Calm, authoritative decision-making under pressure
• Real-time coordination and communication
• Incident command and stakeholder engagement
• Operational leadership and team oversight
• Risk and impact awareness in regulated environments
• Process orientation with continuous improvement mindset

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.