Position Title:  Senior IT Service Manage

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.

With huge change comes huge opportunity. 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.

Our journey to a smoke-free future is powered by technology. The transformation we’re undergoing means there are unique IT projects to match all levels of skills and ambitions from global pilot programs to vital local initiatives.

PURPOSE OF THE JOB

The Senior IT Service Manager is responsible for managing moderately complex services that are essential to business/enterprise operations. This role focuses on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. They are involved in vendor negotiations for service delivery and are responsible for continuous service improvements and process adherence.

YOUR DAY TO DAY:

• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption - Ensure consistent service delivery and adherence to ITSM standards.
• Act as the primary point of day-day to escalation for major incidents supporting the Senior Manager IT Service Management, ensuring quick and efficient resolution to minimize business impact.
• Lead process adherence for incident, problem, and change management, focusing on driving improvements for moderately complex services.
• Manage medium-scale service transition projects and ensure readiness across teams.
• Provide mentorship/guidance to support teams on best operational practices
• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented.
• Oversee relationships with vendors, ensuring service delivery meets contractual obligations and quality standards.
• Oversee vendor performance reviews and negotiations to enhance service quality and cost-effectiveness.
• Maintain detailed service documentation, including incident reports, service requests, and change logs.
• Generate detailed reports on service performance, highlighting key metrics and areas for improvement
• Conduct and analyze service performance trends and identify areas for improvements
• Lead the design and implementation for continuous improvement initiatives for moderately complex services, ensuring services operate efficiently and reliably.
• Develop detailed, data-driven reports for executive level stakeholders.
• Ensure compliance with global IT policies, regulations, and security standards for all services under management.
• Provide leadership in audit and regulatory compliance efforts, coordinating across teams to ensure full adherence.

WHAT WE ARE LOOKING FOR:

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL certification required.
• Lean Six Sigma or similar certification preferred.
• 10 years of experience in IT service management, including min. 5 years in service management, with a focus on managing moderately complex services.
• Experience with ITSM tools and managing incidents, service requests, and changes.
• Proven experience in vendor management, budget, and resolving escalated service issues.
• Strong knowledge of ITSM frameworks with hands-on experience managing mid-level services.
• Excellent problem-solving and process improvement skills, with the ability to manage escalated incidents.
• Effective communication and coordination skills, especially when dealing with vendors and senior management.
• Knowledge of Finance business processes would be an advantage, preferably with SAP systems knowhow

WHAT WE OFFER:

Our success depends on our talented employees who work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: to deliver a smoke-free future.

To join our growing team

Philip Morris International: Delivering a Smoke-Free Future Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company, and its shareholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI’s smoke-free IQOS product portfolio includes heat-not-burn and nicotine-containing vapor products. As of June 30, 2019, PMI estimates that approximately 8.0 million adult smokers around the world have already stopped smoking and switched to PMI’s heat-not-burn product, available for sale in 48 markets in key cities or nationwide under the IQOS brand. For more information, please visit www.pmi.com and www.pmiscience.com.

PMI is an Equal Opportunity Employer.

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