ITSM Change Manager

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 a methodical and risk-aware ITSM Change Manager to lead and govern the Change Management process across our technology landscape. In this role, you will ensure all technology changes—whether infrastructure, application, or security-related—are assessed, approved, and implemented in a controlled and compliant manner, minimizing disruption to critical financial systems.

Working within a mature ITIL-aligned ITSM framework, the Change Manager will collaborate across cross-functional teams, including DevOps, infrastructure, application support, risk, compliance, and business stakeholders. Your focus will be on stability, audit readiness, regulatory alignment, and continuous improvement of the change process.

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:

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