ITSM Communications & Premium Customer SDM at Planet

Warsaw, Woj. Mazowieckie, Poland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Hospitality, Payments, FintechIndustries

Requirements

Bachelor’s degree in Information Technology, Business, or Communications
10–12 years of experience in IT Service Management, IT communications, or Service Delivery roles, preferably within the financial services industry (banking, asset management, Payments, fintech)
Strong knowledge of ITIL v3/v4; ITIL Foundation certification required (Intermediate or Managing Professional a plus)
Experience working with regulated environments and understanding of compliance frameworks such as PCI-DSS, DORA, GDPR, ACPR or ISO 27001
Proven ability to communicate clearly under pressure, especially during time-sensitive service outages
Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy), reporting tools, and executive dashboards
Preferred: Experience working in or supporting financial institutions (Online payments experience preferred)

Responsibilities

Lead all communications for major incidents, planned maintenance, and service disruptions across critical services
Ensure timely, accurate, and risk-sensitive communications to business stakeholders, executive leadership, control functions (e.g., compliance, legal, risk) and external customers
Develop and maintain communication protocols, stakeholder matrices, and incident playbooks aligned with commercial expectations
Work with Incident and Problem Management teams to deliver post-incident reports (PIRs), business impact summaries, and communications for external customers
Working on an on-call rota, act as the primary communication liaison for business updates during critical incidents, working closely with the Incident Manager and Technology SMEs
Coordinate and manage tuned external customer communications for incidents working within the commercially agreed parameters
Act as a technology service relationship manager supporting our Key Account managers and premium customer support team for premium customers
Support premium customer service reviews, providing tailored reporting on SLAs, KPIs, incident trends, and continuous improvement initiatives
Manage escalations and act as a service advocate for premium customers, working across IT functions to ensure timely resolution and risk mitigation for critical business processes
Partner with premium Key Account Managers to align IT performance with customer commercially agreed service parameters
Drive adoption of leading practices in service delivery, leveraging ITIL-based frameworks and internal controls

Skills

Key technologies and capabilities for this role

ITILITSMIncident ManagementChange ManagementStakeholder EngagementRisk ManagementCommunication ProtocolsService DeliveryPayments Processing

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

This is a hybrid role.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills and experience are required for this role?

The role requires a deep understanding of ITIL practices, risk-aware communications, strong stakeholder engagement within financial institutions, and experience in online payments is preferred. Additional needs include experience leading communications for incidents and outages, and working on an on-call rota.

What does the company culture or work environment look like at Planet?

Planet is a leading technology company focused on transforming payments with customer experience first, offering integrated solutions for merchants worldwide, with significant growth and strong private equity backing.

What makes a strong candidate for this ITSM Communications & Premium Customer SDM role?

A proactive and experienced candidate with ITIL knowledge, expertise in risk-aware communications, stakeholder management in financial institutions, and the ability to handle on-call duties and client-facing interactions.

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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