Position Title: Senior IT Service Manager - IT Operations and R&D
Krakow, MA, PL, 31-982
About PMI
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.
The Role
As a Senior IT Service Manager, you will be responsible for managing moderately complex services that are essential to business operations. You’ll focus on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. You’ll also lead vendor negotiations and drive continuous service improvements.
Key Responsibilities
- Manage the delivery of moderately complex services critical to business functions.
- Lead efforts to improve service resilience and reduce downtime.
- Coordinate resolution of routine incidents and service requests.
- Act as the primary escalation point for major incidents.
- Ensure adherence to incident, problem, and change management processes.
- Manage medium-scale service transition projects.
- Mentor IT Service Managers on operational best practices.
- Conduct root cause analysis and implement preventive measures.
- Oversee vendor relationships and ensure compliance with contractual obligations.
- Lead performance reviews and negotiate improvements in service quality and cost.
- Maintain detailed service documentation and logs.
- Generate performance reports and identify improvement areas.
- Lead continuous improvement initiatives for moderately complex services.
- Develop data-driven reports for executive stakeholders.
- Ensure compliance with global IT policies, regulations, and security standards.
- Lead audit and regulatory compliance efforts across teams.
Qualifications
- Bachelor’s degree in IT, Business, or a related field.
- ITIL certification as a plus
- 8+ years in IT service management, with experience in complex, multi-service environments.
- Proven ability to coordinate external service providers and drive service improvements.
- Strong knowledge of ITSM processes, service integration, and vendor management.
- Innovation mindset.
- Excellent communication, stakeholder engagement, and problem-solving skills.
What We Offer
- The freedom to shape your future—and ours. We’ll empower you to take risks, experiment, and explore.
- An inclusive, diverse culture where everyone’s contribution is respected.
- Opportunities to grow within a global business with endless career paths.
- The pride of delivering on our promise to society: to improve the lives of a billion smokers.
Ready to join our Service Excellence transformation? Apply now and be part of something extraordinary.
Additional information
- Relocation support is not available for this role.
- Only CVs in English will be considered.
