Position Title:  Manager Tech Service Managemet

-

Working Pattern: Poland: Hybrid, 8 days on-site per month Portugal: Remote work

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are 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.

What You'll Do

• Own end-to-end IT service delivery, governance, and lifecycle management
• Ensure SLA, KPI, security, compliance, and business requirements are consistently met
• Manage incident, problem, change, and knowledge management processes
• Drive service stability, availability, performance, and operational resilience
• Support service transitions and ensure operational readiness for new solutions
• Monitor service health, customer satisfaction, and key performance metric
• Lead continuous improvement, automation, and optimization initiatives
• Act as the primary escalation point for service-related issues and major incidents
• Manage stakeholder, vendor, and cross-functional team relationships
• Ensure compliance with security, risk, audit, business continuity, and disaster recovery requirement
•  

Skills & Capabilities

• 7+ years of experience in IT, including 5+ years in IT Service Management
• Strong knowledge of ITIL/ITSM processes
• Experience managing complex enterprise services and vendor relationships
• Excellent stakeholder management, communication, and presentation skills
• Strong analytical mindset with a focus on service excellence and continuous improvement
• Ability to operate effectively in high-pressure incident scenarios
• Experience working with cross-functional, global teams
• Experience with ServiceNow or similar ITSM platforms is an advantage
• Experience in R&D, Life Sciences, or laboratory environments is a plus but not required
• ITIL certification is preferred

Rewards & Benefits

• Private medical & dental care
• Life insurance
• Subsidized meals 
• Employee pension plan
• In this position you will earn no less that: Poland: 21200 PLN gross/monthly, Portugal: 5800 EUR gross/monthly

Relocation support is not available for this job

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these principles in this job offer or the recruitment process, you may contact our Ethics and Compliance Team at PMIEthicsandCompliance@pmi.com. Read more about Ethics&Compliance at PMI – here