Itsm Change Manager

remote type
- Hybrid
- locations
- Porto - Portugal
- Warsaw - Poland
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR10589

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:
What you will do:
Change Management Ownership:
- Manage the end-to-end Change Management process in line with ITIL v4 principles and internal governance standards.- Ensure all Requests for Change (RFCs) are properly documented, risk-assessed, tested, scheduled, and reviewed.- Facilitate and chair Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, engaging stakeholders across IT and business functions.- Ensure changes to production environments—especially those supporting trading platforms, payment systems, and financial reporting—are conducted with the lowest possible risk and maximum transparency.- Track and report on change KPIs (e.g., success/failure rates, emergency changes, scheduling conflicts, and risk trends).- Monitor for change collisions, blackouts, and resource availability to prevent service conflicts or capacity issues.

Governance & Compliance:
- Ensure the change process complies with internal controls and regulatory requirements, including PCI DSS, DORA, ACPR and GDPR- Act as a liaison between IT and risk, audit, and compliance functions, supporting evidence requests and control attestations.- Maintain documentation, policies, and procedures related to change control, and contribute to audit readiness and operational resilience frameworks.

Continuous Improvement:
- Identify and implement process improvements to streamline change handling, reduce lead times, and improve success rates.- Promote the use of automation and DevOps-aligned practices (e.g., change pipelines, CI/CD controls) without compromising governance.- Provide regular training and awareness to technical teams on change processes and risk controls.

Who you are:
- Bachelor’s degree in Information Technology, Computer Science, or relevant industry experience.- 8+ years of experience in IT Change Management or related ITSM disciplines within enterprise IT.- Strong understanding of ITIL v3/v4 framework; ITIL Foundation certification required, Intermediate or Managing Professional preferred.- Experience managing change processes in a financial services or regulated enterprise environment.- Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.- Demonstrated ability to evaluate technical risk, engage with senior stakeholders, and drive structured decision-making.

Preferred Qualifications:
- Experience supporting DevOps and CI/CD change pipelines, including automation controls and approvals.- Knowledge of operational resilience frameworks, business continuity, or disaster recovery.-
- Experience with metrics dashboards and service performance reporting.

Key Competencies:
- Risk-aware decision making and governance- Process orientation and analytical thinking- Excellent stakeholder communication- Documentation and audit readiness- Leadership in cross-functional environments- 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.

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.

About Us
- 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.