Service Delivery & Governance Lead

Planet Paymet; Galway; On-site; EUR 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Planet is seeking a Service Delivery & Governance Lead to own governance cadence, manage provider SLAs and drive monthly/quarterly reporting for senior leadership and key clients.

You will be the primary liaison for Planet's service providers, maintain governance docs, support audits, and drive continuous improvement across technology production support, policies, and risk reporting.

Qualifications

• 5+ years in service governance or vendor management for technology services.
• Proven experience managing third-party providers against SLAs and performance improvements.
• Experience owning governance cadences and leadership-visible service reporting.
• Comfortable in audited or regulated environments and strong commercial awareness.
• Excellent reporting and presentation skills; ITIL certification preferred.

Responsibilities

• Act as the primary relationship and escalation point for Planet's service providers, owning day-to-day liaison and governance.
• Own the operational governance framework and cadence: monthly service reviews and quarterly business reviews (QBRs).
• Manage service provider performance against SLAs and KPIs, including service credits and remediation.
• Own SIPs (service improvement plans) and track actions to closure with reporting.
• Maintain governance documentation and move reporting packs from manual to automated processes.
• Represent Technology Production Support in governance forums with stakeholders and clients.
• Track and report operational risk and service trends to senior leadership.
• Collaborate with ITSM leads to feed governance decisions into change, problem, and capacity practices.

Skills

Governance

Vendor management

Reporting & presentation

Policies & controls

Commercial awareness

Education

ITIL Certification

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 improvement 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.
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.

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.