Acting Maintenance Team Leader

Planet Paymet; Warszawa; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

Planet seeks an Acting Maintenance Team Leader to guide the Maintenance Team, ensure effective ticket ownership, and manage backlog. This temporary role emphasizes coordination, knowledge development, and collaboration with Customer Service and Operations to sustain service continuity.

The ideal candidate displays ownership, strong prioritisation, and clear communication, with a focus on continuous improvement and cross-team teamwork in a hybrid Warsaw office setting.

Qualifications

• Demonstrates strong ownership and accountability.
• Has good organisational and workload-management skills.
• Is confident in prioritising tasks and making day-to-day operational decisions.
• Communicates clearly and professionally with both team members and stakeholders.
• Is comfortable supporting colleagues, sharing knowledge and providing guidance.
• Has a continuous improvement mindset and actively looks for opportunities to simplify and improve processes.
• Can remain calm and organised when managing competing priorities or escalations.
• Has a strong customer focus and understands the importance of delivering accurate and timely outcomes.
• Is comfortable working collaboratively across different teams and functions.
• Is motivated to develop their leadership skills and gain practical experience in a Team Leader role.

Responsibilities

• Provide day-to-day leadership, guidance and operational support to Maintenance Team members.
• Coordinate workload and ensure effective distribution and ownership of Maintenance cases.
• Monitor the Maintenance queue and backlog, ensuring ageing and priority cases receive appropriate attention.
• Support the correct triage and assignment of L1 and L2 Maintenance requests.
• The Maintenance operating model includes dedicated routing and ownership for L1 and L2 cases.
• Monitor team performance and operational priorities, proactively identifying areas requiring additional focus or support.
• Act as a first point of escalation for team members and support the resolution or appropriate escalation of complex cases.
• Support the team with prioritisation during periods of high workload, project activity or reduced capacity.
• Promote knowledge sharing, cross-training and continuous development across the team.
• Cross-training and improved Maintenance knowledge coverage have been identified as important elements of the new operating model.
• Ensure processes and relevant knowledge are appropriately documented and followed.
• Work closely with other Customer Service, Operations and support teams to ensure smooth case ownership and avoid unnecessary handovers.
• Support implementation of process improvements and identify opportunities to make Maintenance activities simpler and more efficient, play key role in digital transformation of the managed team.
• Assist with operational projects, bulk activities and Maintenance-related rollouts where required.
• Provide clear communication to the team regarding operational changes, priorities and new ways of working.
• Support management with operational updates, risks, capacity concerns and emerging issues.
• Encourage a collaborative, accountable and customer-focused environment within the team.

Skills

Ownership & accountability

Workload management

Prioritisation

Communication

Knowledge sharing

Continuous improvement

Team collaboration

Leadership aspiration

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 an Acting Maintenance Team Leader to provide day-to-day leadership and operational support to the Maintenance Team. This is a temporary leadership assignment designed to ensure effective coordination of the team, strong operational performance and continuity of service. The successful candidate will play an important role in supporting the team through the evolving Maintenance operating model, including effective ticket ownership, backlog management, knowledge development and cooperation with key stakeholders.

What you will do

• Provide day-to-day leadership, guidance and operational support to Maintenance Team members.
• Coordinate workload and ensure effective distribution and ownership of Maintenance cases.
• Monitor the Maintenance queue and backlog, ensuring ageing and priority cases receive appropriate attention.
• Support the correct triage and assignment of L1 and L2 Maintenance requests.
• The Maintenance operating model includes dedicated routing and ownership for L1 and L2 cases.
• Monitor team performance and operational priorities, proactively identifying areas requiring additional focus or support.
• Act as a first point of escalation for team members and support the resolution or appropriate escalation of complex cases.
• Support the team with prioritisation during periods of high workload, project activity or reduced capacity.
• Promote knowledge sharing, cross-training and continuous development across the team.
• Cross-training and improved Maintenance knowledge coverage have been identified as important elements of the new operating model.
• Ensure processes and relevant knowledge are appropriately documented and followed.
• Work closely with other Customer Service, Operations and support teams to ensure smooth case ownership and avoid unnecessary handovers.
• Support implementation of process improvements and identify opportunities to make Maintenance activities simpler and more efficient, play key role in digital transformation of the managed team.
• Assist with operational projects, bulk activities and Maintenance-related rollouts where required.
• Provide clear communication to the team regarding operational changes, priorities and new ways of working.
• Support management with operational updates, risks, capacity concerns and emerging issues.
• Encourage a collaborative, accountable and customer-focused environment within the team.

Who you are

• Demonstrates strong ownership and accountability.
• Has good organisational and workload-management skills.
• Is confident in prioritising tasks and making day-to-day operational decisions.
• Communicates clearly and professionally with both team members and stakeholders.
• Is comfortable supporting colleagues, sharing knowledge and providing guidance.
• Has a continuous improvement mindset and actively looks for opportunities to simplify and improve processes.
• Can remain calm and organised when managing competing priorities or escalations.
• Has a strong customer focus and understands the importance of delivering accurate and timely outcomes.
• Is comfortable working collaboratively across different teams and functions.
• Is motivated to develop their leadership skills and gain practical experience in a Team Leader role.

Location Requirement

Warsaw Office Only. This is a Warsaw-based position and applications can only be considered from candidates who are based in and able to work from the Warsaw office.

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.