Position Title:  Manager IT Resilience & Serv Continuity

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.

The Team

Our team is part of the wider IT Consumer & Commercial (ITCC) function responsible for designing, building, running, and improving business solutions and services globally. The technologies we are interested in range from omnichannel, commerce, digital marketing, social media and trade, both within a B2C and B2B context – all our solutions are customer and/or consumer-facing and are the real growth engine and future of our organization. 

The ITCC Omnichannel & Cross Functional Services, department is responsible for providing services to multiple channels across consumer and commercial experiences while ensuring our first line of defence and service excellence in operations of these services and platforms. The Team’s focus is on providing seamless and consistent consumer and customer experiences across multiple channels and touchpoints through a range of common capabilities.

Our customers are two-fold as we help delivery teams to accelerate by providing stable technology enablement solutions and support our affiliates who consume the technology we centrally deliver. In total, we serve around eighty-nine affiliates worldwide who use a mixture of B2C and B2B technology and enable delivery teams in Direct, Indirect, and Omnichannel & Cross-Function Services.

The Technology Resilience & Service Continuity Manager will be our champion in maturing our ITCC approach to service continuity. The role will be reporting to the ITCC Security Operations Manager and working under the 1LoD (1st Line of Defence) team.

We are an international team, currently spread across six cities worldwide: Lausanne is our head office and operating centre, and we have teams in London, Lisbon, Jakarta, Buenos Aires and Krakow. 

Role Summary

• Contributes strategic and tactical direction and consultation on Service Continuity initiatives.
• Serving as central point of coordination/lead for all technology resilience attestation inquiries, aligning with ongoing remediation efforts and aiming to establish comprehensive end-to-end resilience standards for the future.
• Identifies requirements, constraints, tasks and outcomes in project and operational planning activities.
• Implements the policies, procedures and standards to meet compliance responsibilities.
• Contributes to defining service-level agreements (SLAs) to ensure that security controls are developed, managed and maintained.
• Developing, maturing and embedding a testing cycle for applications and data recovery.
• Development of the recovery tiers (RTO & RPO) in line with system criticality for ECS (Enterprise Critical Systems) and BCS (Business Critical Systems) for review and approval.
• Collaborate with our Solution Managers to determine continuity requirements (through methods such as risk assessment) and the design of resilient solutions, ensuring the implementation of protective and mitigating controls.
• Oversees risks assessments for high availability and disaster recovery (DR).
• Assessment of current DR and backup strategy for systems in different contexts like IaaS or PaaS ensuring recovery timelines for our systems are in line with agreed recovery tiers.
• Interacts with 3rd parties (ex: in SaaS products) to review Disaster Recovery plans, provides input to business stakeholders regarding potential issues and risks.
• Assessment of SOC2 type 2 reports for the SaaS products ensuring supplier’s DR Testing and Resilience plans are effective.
• Support  Solution Managers with the initial draft/review of DR documentation and conduction of DR testing with our vendors (e.g., tabletop exercise or parallel testing if applicable).
• Perform QA review over DR testing results for the in-scope systems ensuring results meet recovery tiers appointed to the in-scope systems and lessons learned are captured.
• Collaborate with Solution Managers to agree on action plans and track remediation efforts for any failures identified during DR testing or planning.
• Perform final review of DR documentation after completion of  DR testing, ensuring documentation is fully updated and posted in our central documentation repository.
• Conduct effective awareness and training initiatives, including sessions and communications.

To ensure everyone is aware and understands what is required regarding their expected deliverables, this person will have a highly collaborative approach with the ability to negotiate, manage relationships, driving improvement across a regulated and business critical area.

Essential Skills & Experience

• Experience executing a resiliency control framework within marketing and corporate sectors.
• Good understanding of B2B and B2C technologies and market products, particularly from an operational risk perspective.
• Demonstrate, that you have experience in implementing, applying, and governing IT Service Continuity Management standards and procedures
• Familiar with IT & Cyber Security standards and frameworks (e.g. NIST)
• Track record of running scenario tests for Important business services including scenario design, methodology and a consequence model for failed tests. Experience evolving a testing framework from desktop scenarios to 'live' testing.
• Excellent stakeholder management and business engagement experience.
• Ability to manage workload to meet realistic targets and priorities, demonstrating a high-level of commitment and self-motivation, combined with enthusiasm and a genuine interest in resiliency.
• Ability to make pragmatic decisions by analysing highly sophisticated situations, assessing risks, and balancing strategic and tactical compliance/quality requirements.
• Ability to work well in diverse, multinational teams and a proven track record to influence others to achieve positive outcomes.
• Strong presentation, communication, and facilitation skills
• Strong analytical skills with experience in using data analytics tools (e.g. PowerBI or Atlassian suit)
• Able to operate optimally with little supervision.

Desirable:

• Bachelor’s Degree in Information Systems or other related field, or equivalent work experience.
• 5 - 7 years of IT work experience related to the high availability, disaster recovery and/or business continuity functions.
• Professional certification related to IT Service Continuity from industry organization (CBCP, MBCP, etc) and/or other technical or managerial certifications (CISA, CISM, etc) strongly preferred.

What’s in it for you?

There are many IT Organizations out there, so why should you join ours?
 

We believe PMI IT’s true strength is fuelled by our people, and that our success depends on them coming to work every single day with a sense of purpose and an appetite for progress. We are a people first organisation committed to providing you with first-class employee journey. Here’s a glimpse of what’s in it for you upon joining us:

• Work-life balance: Wellbeing comes first. We offer a fantastic office environment and Smart working options to ensure you have the best work-life balance possible
• Learning & Development: Your growth is a priority. Our robust and varied learning & development ecosystem will help you strengthen your technical skills and enhance your soft skills and business acumen. The capabilities you will acquire with us will support your life-time employability within IT, PMI, and beyond
• Inclusion & Diversity: Our differences - much more than our similarities - generate the innovation we are looking for. We aspire to build a diverse and inclusive organization to access the breadth and depth of thinking and sensitivity necessary to thrive

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.