Service Delivery & Governance Lead

STL Digital; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

STL Digital in Bengaluru seeks a Service Delivery & Governance Lead to own governance, service performance, and reporting for Technology Production Support. You will manage provider SLAs, drive improvements, and ensure audit-ready policies and monthly/quarterly leadership reports.

You will collaborate with ITSM leads, own the governance cadence, and serve as the primary liaison to service providers across global clients in a high-availability fintech environment.

Qualifications

• 5+ years in service governance, service delivery management or vendor/supplier management for technology services.
• Proven experience managing third-party service providers against SLAs and performance improvement.
• Experience owning governance cadences and leadership-visible service reporting.
• Strong on policies, procedures and controls; audited or regulated environments familiar.
• Commercial awareness: SLAs, service credits and performance regimes familiar.

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.
• Manage service provider performance against SLAs and KPIs, including service credits and remediation.
• Drive the service improvement agenda and track outcomes through governance cadence.
• Maintain operational policies, procedures and governance documentation; keep audit-ready.
• Own and improve the monthly/quarterly reporting pack with high data quality and automation.
• Support audits with governance evidence, SLA compliance data and provider assurance.
• Represent Technology Production Support in governance forums with stakeholders and clients.
• Track operational risk, service trends and improvement actions to senior leadership.
• Collaborate with ITSM leads to integrate governance with change, problem and capacity practices.

Job description

Role & responsibilities

FUNCTION OVERVIEW

Technology Production Support keeps Planets payments platform running for customers around the world, 24/7. Our best-in-class operations organisation runs on two pillars: ITSM Service Management — owning the ITIL practices that govern how we run our services — and our 24/7 Command Centre – an incident operations, major incident and observability function based in Galway with follow-the-sun coverage. You will be joining an established and growing team: real practice ownership, modern tooling, and a measurable reliability agenda built on SLOs, error budgets, blameless postmortems and joint reliability/delivery scorecards.

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 improvement in provider performance, 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.
• Drive the service improvement agenda for service provider performance: set improvement targets with providers and track outcomes through the governance cadence (day-to-day SIP delivery sits with the Service Level & Improvement Lead).
• Own and maintain operational policies, procedures and governance documentation — keeping them current and audit-ready.
• Own and continuously improve the monthly and quarterly reporting pack — content, data quality and the move from manual compilation to automated reporting.
• Support regulatory, resilience and client audits with governance evidence, SLA compliance data and provider assurance.
• 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 – including the Service Level & Improvement Lead, who owns internal SLAs/OLAs and third-party service improvement plans – 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 — you will own a leadership-visible reporting pack.
• ITIL certified preferred; payments, fintech or regulated-industry experience a strong plus.

Awareness of payments compliance (PCI DSS, PSD2) and how it shapes service governance, audit and provider assurance – an advantage