ITSM MIM Lead SDM

Planet; United Kingdom; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

A leading technology company in the United Kingdom is seeking a Major Incident Management Lead SDM to oversee critical incidents in financial services. The role requires ITIL expertise and a strong background in managing 24/7 incident response. Key responsibilities include acting as the Incident Commander and leading real-time incident resolution. Candidates should have at least 12 years of IT experience, with significant leadership in incident management. A hybrid work model is offered.

Benefits

Hybrid work model

Career growth opportunities

Inclusive work environment

Qualifications

• 12–15 years of experience in IT operations, service management, incident response.
• Proven track record in Major Incident Management in a regulated environment.
• Experience in leading cross-functional teams during high-pressure incidents.

Responsibilities

• Act as the single point of accountability for all major incidents.
• Serve as Incident Commander for Priority 1 and high-severity incidents.
• Lead the Major Incident lifecycle: identification to closure.

Skills

ITIL knowledge

Incident Management skills

Communication skills

Stakeholder management

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

Coralogix

Splunk

AppDynamics

PagerDuty

BMC Remedy

Job description

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., ServiceNow), 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 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 24/7 Major Incident Management function
• 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.