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- Tasks: Lead major incident management and ensure service continuity in a fast-paced tech environment.
- Company: Join Planet, a leading tech company transforming payments with a focus on customer experience.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for career growth.
- Why this job: Make a real impact in a dynamic role that bridges tech and business during critical incidents.
- Qualifications: 8-10 years in IT operations with strong ITIL expertise and incident management experience.
- Other info: Be part of a diverse team in a rapidly growing company with exciting challenges.
The predicted salary is between 48000 - 72000 ÂŁ per year.
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 Major Incident Management SDM with deep ITIL expertise and a proven track record in managing critical incidents in financial services environments. This role is responsible for leading our ITSM Major Incident function consisting of internal and external teams.
The successful candidate will be responsible for leading maintaining service continuity, minimising business disruption, and ensuring high availability of key systems in our 24/7 online regulated payment environment. You will act as the bridge between technical teams, executive stakeholders, and service management functions during high-pressure events, driving service recovery and ensuring accurate timely business impact assessment are provided.
Major Incident Management (ITSM):
- Act as the single point of accountability for all major incidents affecting business‑critical services.
- Serve as the Incident Commander for all Priority 1 (P1) and high‑severity (P2) incidents affecting critical systems, ensuring timely triage, escalation, resolution, and stakeholder communication (working with the ITSM communication team).
- Lead the Major Incident lifecycle: identification, impact assessment, coordination of response teams, root cause capture, and incident closure.
- Lead real‑time war rooms, driving cross‑functional teams to resolve incidents quickly and effectively.
- Deliver structured, risk‑aware communications to executive stakeholders, including business leadership, compliance, and client‑facing teams.
- Ensure accurate and timely documentation of incidents in ITSM tools (e.g., ServiceNow), and facilitate Post‑Incident Reviews (PIRs) to drive remediation and service improvement.
- Ensure adherence to ITIL best practices for Incident, Problem, and Change Management.
- Monitor and report on incident KPIs, including MTTR (Mean Time to Resolve), SLA compliance, and service availability.
- Maintain readiness for regulatory audits, including compliance with PCI‑DSS, DORA, GDPR, ACPR or ISO 27001 where applicable.
Governance & Continuous Improvement:
- Maintain a structured MIM framework aligned to ITIL v4 and operational resilience principles.
- Partner with Problem Management, Change Management, and Risk & Compliance to identify systemic issues and ensure closed‑loop resolution.
- Continuously improve the major incident management process, leveraging ITIL CSI (Continual Service Improvement).
- Report on MIM performance, trends, and risks to senior IT and business leadership.
- Participate in business continuity, disaster recovery (DR), and resiliency planning and testing.
Required Qualifications:
- Bachelor’s degree in information technology, Business, or related field.
- 8–10 years of experience in IT operations, service management, incident response, with at least 5+ years in a MIM role.
- Proven track record in Major Incident Management, preferably in a 24/7 regulated environment such as financial services.
- Deep understanding of ITIL v3/v4; ITIL Foundation required, Intermediate/Managing Professional preferred.
- Experience working with monitoring and ITSM tools such as Coralogix ServiceNow, Splunk, AppDynamics, PagerDuty, or BMC Remedy.
- Strong communication and stakeholder management skills, with experience briefing senior leadership during live incidents.
Preferred Qualifications:
- Experience managing a 24/7 Major Incident Management function
- Familiarity with cloud operations (AWS, Azure), hybrid environments, or DevOps support models.
- Background in cybersecurity incident handling is a plus.
- Knowledge of compliance frameworks (e.g., PCI‑DSS, DORA, GDPR, ACPR) relevant to incident governance and business continuity.
Key Competencies:
- Calm, authoritative decision‑making under pressure
- Real‑time coordination and communication
- Incident command and stakeholder engagement
- Operational leadership and team oversight
- Risk and impact awareness in regulated environments
- Process orientation with continuous improvement mindset
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.
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ITSM MIM SDM employer: Planet
Contact Detail:
Planet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM MIM SDM
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Major Incident Management. We want you to feel confident and ready to showcase your ITIL expertise!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in the interviewer’s mind and show your enthusiasm for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are keen to join us at Planet!
We think you need these skills to ace ITSM MIM SDM
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your ITIL expertise and any relevant incident management experience to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Major Incident Management role. Share specific examples of how you've successfully managed critical incidents in the past.
Showcase Your Communication Skills: Since this role involves liaising with various stakeholders, demonstrate your strong communication skills in your application. Mention any experience you have in briefing senior leadership during high-pressure situations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Planet
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially the v3 and v4 frameworks. Be ready to discuss how you've applied these principles in real-world scenarios, particularly in high-pressure environments like financial services.
✨Showcase Your Incident Management Experience
Prepare specific examples of major incidents you've managed. Highlight your role as an Incident Commander, detailing how you coordinated teams and communicated with stakeholders during critical situations.
✨Demonstrate Your Communication Skills
Since this role involves liaising with senior leadership, practice articulating complex technical issues in a clear and concise manner. Think about how you would explain a major incident's impact to non-technical stakeholders.
✨Familiarise Yourself with Tools
Get comfortable with ITSM tools like ServiceNow and monitoring platforms such as Splunk or AppDynamics. Be prepared to discuss how you've used these tools to track incidents and improve service delivery.
