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Position Title:  Service Delivery Lead

Date:  Mar 27, 2026
Requisition ID:  23898
Work Location: 

Almaty, KZ, 050040

Be a part of a revolutionary change
 
At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future.
 
With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.
 
 
Your day-to-day:
  • Lead daily operations across Customer Services processes to ensure timely and high‑quality service delivery for internal and external customers.
  • Monitor service performance KPIs, identify deviations, and implement corrective actions.
  • Ensure smooth execution of order‑to‑cash, logistics coordination, and customer request management processes.
  • Act as a point of escalation for operational issues, ensuring swift resolution.
  • Collaborate closely with Supply Chain, Commercial, Finance, and external partners to maintain service continuity.
  • Drive continuous improvement initiatives aimed at increasing efficiency, service quality, and customer satisfaction.
  • Standardize procedures, maintain SOPs, and ensure compliance with internal policies and external regulations.
  • Analyze root causes of service disruptions and lead improvement projects.
  • Ensure adherence to SLA, KPI, and compliance requirements.
  • Build strong relationships with cross‑functional teams and external service providers.
  • Communicate service performance metrics, risks, and improvement plans to leadership.
  • Facilitate alignment between business needs and operational capabilities.
  • Support the development and performance of team members.
  • Provide coaching and guidance to ensure operational excellence and high engagement.

 

Who we're looking for:

  • University degree in Business Administration, Supply Chain, Logistics, Operations Management, or related field.
  • 3+ years of experience in Customer Service, Service Delivery, Supply Chain, or related operational roles.
  • Experience in multinational companies is an advantage.
  • Strong understanding of order‑to‑cash or customer service operations.
  • Excellent analytical and problem‑solving skills.
  • Ability to manage multiple priorities in a fast‑paced environment.
  • Strong stakeholder management and communication abilities.
  • Continuous improvement mindset (Lean/Six Sigma is a plus).
  • Proficiency in MS Office; experience with SAP or other ERP systems is an advantage.
  • English upper-intermediate or above.
  • Strong analytical thinking and problem-solving skills.

 

What we offer:
  • An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress;
  • An opportunity to build an international career and for cross-functional moves;
  • Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more;

 

Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 10 consecutive years as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards.

 

Relocation support is not available for this job.

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