Service Delivery & Governance Lead

Planet; Warszawa; Hybrid; PLN 240,000 - 360,000; Full time

Job summary

Planet is a leading technology company transforming payments with customer experience at the core. We seek a Service Delivery & Governance Lead to own operational governance, service performance and reporting across Technology Production Support. You will manage provider SLAs, drive SIPs, and deliver monthly/quarterly leadership-facing reports.

Hybrid work model with three days in the office. 5+ years in governance roles and ITIL background are highly desirable.

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 — reviews, escalations and performance improvements.
• Experience owning governance cadences and QBRs, and producing leadership-visible service reporting.
• Strong in policies, procedures and controls; comfortable in audited or regulated environments.
• Commercial awareness: SLAs, service credits and performance regimes are familiar to you.

Responsibilities

• Act as the primary relationship and escalation point for Planet's service providers.
• Own the operational governance framework and cadence: monthly service reviews and quarterly business reviews (QBRs).
• Manage service provider performance against SLAs and KPIs; oversee service credits and contractual obligations.
• Own service improvement plans (SIPs) and track closures; report progress.
• Maintain governance documentation and ensure policies are current and audit-ready.
• Lead the monthly and quarterly reporting pack with accurate data and insights.
• 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.
• Collaborate with ITSM practice leads to feed governance decisions into change, problem and capacity planning.

Skills

Governance

Vendor management

SLA management

Reporting

ITIL

Education

ITIL certification

Tools

ITSM platforms

Job description

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 presenc

e.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitio

ns.
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 custom

ers.
Role Ove

rview
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 re

ly 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 relat
• ionship.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 reme
• diation.Own service improvement plans (SIPs): agree actions with providers, track them to closure and report p
• rogress.Own and maintain operational policies, procedures and governance documentation — keeping them current and audi
• t-ready.Own and continuously improve the monthly and quarterly reporting pack — content, data quality and the move from manual compilation to automated re
• porting.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 lea
• dership.Partner with ITSM practice leads so governance decisions feed into change, problem and capacity pr

actives.
Wh

• o 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 im
• provement.Experience owning governance cadences and QBRs, and producing leadership-visible service
• reporting.Strong on policies, procedures and controls; comfortable in audited or regulated env
• ironments.Commercial awareness: SLAs, service credits and performance regimes are familiar
• territory.Excellent reporting and presentati
• on skills.ITIL certified preferred; payments, fintech or regulated-industry experience a st

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and bu

siness need.
Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connec

ted 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 ro