Position Title:  Senior IT Service Manager - Technology & Platform Engineering

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 to meet agreed targets.

Key Responsibilities

- Manage the delivery of moderately complex services critical to business functions.

- Lead efforts to improve service quality, resilience and downtime reduction

- Coordinate resolution of routine incidents and service requests.

- Act as the primary escalation point for major incidents.

- Ensure adherence to incident, problem, change and knowledge management processes.

- Manage medium-scale service transition projects.

- Conduct root cause analysis and implement preventive measures.

- Oversee vendor relationships and ensure compliance with contractual obligations.

- Maintain detailed service documentation and logs.

- Conduct regular service performance reviews, drive continuous service quality improvement and negotiate improvements in quality and cost.

- Ensure consistent use of KPIs, SLAs, and other metrics to monitor service performance.

- Deliver performance data-driven reports to the Manager of IT Service Management and executive stakeholders, highlighting successes and areas for improvement.

- Ensure compliance with global IT policies, regulations, and security standards.

- Lead audit and regulatory compliance efforts across teams.

- Mentor IT Service Managers on best operational practices.

- Promote innovation and efficiency within service management teams.

Qualifications

- Bachelor’s degree in IT, Business, or a related field.

- ITIL certification required

- 8+ years in IT service management, with experience in complex, SaaS, and multi-service environments.

- Minimum 5 years in a managerial role overseeing support teams.

- Strong knowledge of ITSM processes, service integration, and vendor management.

- Proven ability to coordinate external service providers and drive service improvements plans.

- Good level of understanding of financial processes (budgeting, tracking).

- Experience in process optimization and automation to improve efficiency (i.e., for license management process).

- Excellent communication, stakeholder engagement, leadership and problem-solving skills.

- Knowledge of Microsoft 365 suite of productivity tools and cloud services including subscription model would be an advantage

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.

· Hybrid work.