Position Title:  Principal Service Manager IT

MAKE HISTORY WITH US!

At PMI, we’ve chosen to do something incredible.  

We’re totally transforming our business and building our future on smoke-free products with the power 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 you will have the space to move your career forward in many different areas/directions.  

IT at PMI 

PMI’s journey to a smoke-free future implies a shift from a tobacco manufacturer to a science and technology-based consumer facing organisation. 

Such a shift creates an abundance of unique and transformative IT projects to match all levels of skills and ambitions. You’ll feel like you’re working in a start-up – with the freedom to shape and define the future of digital, but with the support and scope of a vast global business. You’ll get a chance to work with cutting-edge technologies (e.g., Cloud, APIs, AI) as well as management practices (e.g., Agile, Design Thinking, Product Management).  Our environment is fast-paced and highly collaborative.  If you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career. 

Digital at PMI is dynamic, diverse, and disruptive. Join us and become a part of a top talent team where you can bring new ideas to life in a global function that is a key driver of the success of our business. 

IT HUB Krakow 

With a team of over 300 and more than 20 nationalities, the IT HUB Krakow plays a critical role in creating a smoke-free future around the world.  Become a part of a team of engineers, technicians, experts, solid IT freaks, researchers and game changers and create new IT work standards with us! 

Joining Corporate IT 

Powered by our diverse, global internal and external expertise, the IT Corporate Platform delivers industry leading technology solutions for Finance, P&C, External Affairs and Legal, supporting PMI’s continued goal for success. We continually strive to implement best in class, leading edge capabilities, aimed at maximizing our consumer and employee experience. 

Our team consists of individuals, empowered to decide on and OWN their impact as part of on the IT Transformation, supporting PMI’s overarching ambition of reaching a smoke-free future. 

JOIN US!

As a Principal IT Service Manager you will be responsible for overseeing the delivery of highly complex and enterprise-critical IT services, ensures adherence to ITSM processes, optimizes service performance, and manages significant vendor relationships. Leads strategic initiatives for service improvements and plays a key role in managing service budgets and contracts. They also ensures compliance with IT policies and regulatory requirements at a global or enterprise level.

WHO ARE WE LOOKING FOR?

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field

• ITIL certification required

• 12+ years of experience in IT, including min. 7 years in service management, with extensive experience managing critical and complex services

• Experience with ITSM tools and managing incidents, service requests, and changes

• Proven experience in vendor management, budget oversight, and handling high-impact incidents

• Expert knowledge of ITSM frameworks and service management in large-scale environments

• Strategic leadership and advanced problem-solving skills for managing highly complex services

• Effective communication and coordination skills, especially when dealing with vendors and senior management

WHAT WE OFFER YOU?

• Wide range of trainings, optional language classes, further education and professional qualification support possibility

• Private medical and dental care, life insurance

• Lunch card (Sodexo), Multisport & Cafeteria program

• Hybrid model of work and flexible working arrangements

• Employee pension plan

• Free bike and car parking for all employees

HOW CAN YOU MAKE HISTORY WITH US?

Complex Service Delivery Management:
• Oversee the delivery of highly critical and complex services that support global or enterprise-wide business operations
• Lead efforts to improve service resilience and minimize downtime for enterprise-critical services

• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption
• Act as the primary point of escalation for major incidents, ensuring quick and efficient resolution to minimize business impact

Strategic ITSM Process Leadership:

• Drive ITSM process maturity, focusing on continual service improvement, and process improvement for their services

• Lead large scale service transition projects and major incident recovery

• Contribute as SME for ITSM frameworks and methodologies for their Platform

• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented

Vendor Management:

• 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

Service Reporting and Improvement:

• 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 area for improvements

• Develop and propose long-term service improvement roadmaps

• Lead service innovation initiatives, identifying emerging technologies or methods to enhance service delivery

• Provide strategic reports to senior leadership, highlighting service performance, risks, and opportunities for improvement/transformative changes

Governance & Compliance:

• 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

Every single IT colleague is part of our Transformation journey. Join us and pursue your ambitions – our staggering size and scale provides endless opportunities to progress. If this offer resonates with you, we look forward to receiving your application and getting to know you.  

Together, let’s deliver a smoke free future.