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 and strategic Leader of Platform Operations to oversee the delivery and performance of IT services provided by third-party vendors. This role is responsible for ensuring services are delivered in alignment with contractual Service Level Agreements (SLAs), while driving continual service improvements across the vendor landscape (vendor management). The successful candidate will play a pivotal role in managing performance levels of IaaS hosted infrastructure services, on-premise hosted services, Cloud systems, backend systems and user-facing environments meet the organization’s operational standards working with colleagues across leadership of the Technology Operations function to manage performance with SLA’s of those teams functions. What you will do: Vendor Management: Own the full lifecycle of third-party vendor relationships related to platform operations, including onboarding, performance management, contract compliance, and renewal/termination decisions Establish and maintain strong relationships with managed service providers and other key partners Monitor and evaluate partner performance, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs) Collaborate with partners to identify and implement improvements in service delivery and operational processes Service Delivery Oversight: Monitor and enforce SLA compliance across all third-party services, ensuring timely and high-quality delivery of infrastructure and broader technology services that support employee productivity and business operations Monitor and analyze platform performance metrics, identifying trends and areas for improvement Performance Analytics & Reporting: Develop and maintain KPIs and performance dashboards to track vendor effectiveness, issue resolution, and service availability Prepare and present regular reports on platform operations, performance, and initiatives to senior management and stakeholders Continual Service Improvement: Lead initiatives to identify and implement enhancements to service delivery processes, tools, and vendor engagement models Incident & Problem Management Coordination: Ensure resolution of incidents and problems related to platform operations, ensuring timely and effective resolution Oversee escalated service issues and ensure root cause analysis and permanent resolution plans are implemented by vendors Cost & Contract Optimization: Evaluate vendor service value, support cost control initiatives, and negotiate favorable terms where appropriate Stakeholder Engagement: Work closely with internal technology teams and business stakeholders to understand needs, communicate vendor performance, and align service delivery with strategic priorities Who you are: Proven experience (7 years) in IT operations, service delivery, or vendor management roles within complex enterprise environments Demonstrated success managing third-party vendors to SLAs, preferably in infrastructure or platform services including IaaS Strong knowledge of ITIL frameworks and continual service improvement practices Experience working with cloud service providers (e.g., AWS, Azure, GCP) and understanding of cloud operating models Familiarity with technology services that impact end-user experience and business enablement Excellent analytical, negotiation, and communication skills Ability to work cross-functionally and influence without direct authority 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.