External Maintenace SDM

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 seeking an experienced Service Delivery Manager (SDM) to oversee vendor maintenance and management for our critical technology and service partners that support our payment processing operations.

The successful candidate will be responsible for ensuring all vendor-delivered service maintenance is effectively managed in a planned way, assuring our overall service availability. 

Key Responsibilities

• Act as the single point of accountability for vendor maintenance scheduling, and operational issues.
• Manage and coordinate planned maintenance windows and system upgrades with vendors to minimise impact to payment services.
• Monitor and report on vendor SLAs, OLAs, and KPIs, ensuring contractual commitments are met.
• Identifying trends, mange risks and areas for improvement.
• Ensure vendors comply with regulatory and security requirements (e.g., DORA, PCI DSS, PSD2).
• Work closely with Incident and Change Management teams to coordinate vendor participation in major incidents, root cause analysis (RCA), and post-incident reviews.
• Maintain accurate vendor documentation, including runbooks, contact lists, escalation paths, and maintenance calendars.
• Escalate underperformance issues to senior management and drive resolution through formal vendor governance processes.
• Partner with procurement, risk, and compliance teams to support vendor risk assessments and audits.
• Contribute to continuous improvement initiatives, ensuring vendor performance aligns with business growth and resilience objectives.
• Required Qualifications & Skills
• Proven experience as a Service Delivery Manager, Vendor Manager, or Supplier Relationship Manager within a payment provider, bank, or financial services environment.
• Strong understanding of ITIL service management processes, particularly Change, Incident, and Problem Management.
• Experience managing third-party service providers and technology vendors delivering critical payment services.
• Excellent stakeholder management and negotiation skills, with the ability to hold vendors accountable.
• Familiarity with payment industry standards (PCI-DSS, ISO 20022) and regulatory compliance (DORA, PSD2).
• Strong analytical and reporting skills with experience in SLA/KPI tracking and performance dashboards.
• Excellent communication skills, able to interact with technical teams, business stakeholders, and external vendors.

Preferred Qualifications

• ITIL v4 Foundation or higher certification.
• Experience with vendor governance frameworks (e.g., third-party risk management, outsourcing oversight).
• Knowledge of operational resilience planning and coordinating vendor participation in disaster recovery testing.
• Familiarity with ITSM tools (ServiceNow, JIRA, or equivalent) for vendor-related tickets and change requests.

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.