Position Title:  Manager Tech Service

Position Title:          Service Tech Manager

Reports To:              Sr Manager Tech Service Management

Organization:          IT Projects & Services

Philip Morris International: Building a Smoke-Free Future 

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 improve the lives of a billion smokers worldwide.

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.

The Role

The Service Tech Manager is responsible for managing the delivery of IT services: overseeing the day-to-day operations, ensuring they are being delivered in accordance with the agreed-upon SLAs, and managing any issues or incidents that may arise. They ensure that all ITSM processes (e.g., knowledge, incident, problem management) are adhered to. They are involved in managing IT budgets, negotiating contracts with vendors, and ensuring compliance with IT policies and regulations. Their day-to-day activities can vary as they support team members as and when necessary.

Responsibilities include the following:

Must Have

• Ticket Management: Incident, Problem and Change Management. SLA management
• IT Service Continuity: Ensure plans for IT service continuity (e.g., disaster recovery) are defined, maintained and tested.
• Security & Compliance: Ensure service plans and roadmap also include and adhere to security standards, incl. patching, etc. Particpate in Internal and external audits
• Continuous Improvement: Encourage continuous improvement and innovation, incl. leveraging contractual obligations of the vendors. Review service performance data to identify opportunities for process improvements, Participate in problem mgmt. meetings to identify root causes of recurring incidents.
• Customer relation & satisfaction: Monitor customer satisfaction and address any issues or concerns in a timely manner

Nice to Have

• Service Roadmap & Lifecycle Management: Oversee the service lifecycle, from requirement, through development until deployment and maintenance, ensuring adherence to performance, availability, and security/compliance.
• Performance Monitoring and Reporting: Monitor and report on the performance of services and applications and oversee resolution of issues; ensure adherence to the SLAs and KPIs. Prepare monthly performance reports and presentations for leadership
• Vendor Management: Manage the relationships with vendors and service providers related to operational aspects of their delivery. Interact with Group Vendor Management for contract adjustments and escalations.
• Budgeting: Own and maintain the budget for application maintenance, and related roadmap / investments.
• Knowledge Management: Ensure adequate level of documentation (e.g., manuals), enforce retention of knowledge artefacts.
• Onboarding & Retention: Oversee onboarding (e.g., users, vendors) and ensure they have appropriate level of knowledge required; manage transition and retention of the providers.

Qualifications

• 7 years of working experience in the field of IT Service Management, preferably at global Fast Moving Consumer Goods, Pharmaceutical companies
• Familiarity with ITIL, Agile and IT Risk & Controls.
• Excellent communication, interpersonal, networking and stakeholder management skills.
• Strong analytical and problem-solving skills.
• Ability to demonstrate ownership of all aspects of a service end-to-end.
• Education or strong background in IT.
• Customer-focused mindset, ability to deliver user excellence, understand the end user needs and expectations and drive the satisfaction levels.
• Knowledge of industry-standard service integration tools and underlying technologies.
• Strong understanding of service management principles and practices.
• Excellent interpersonal and communication skills to collaborate with and influence others appropriately
• Easy to deal with ambiguity and able to adapt quickly in a fast-paced environment
• Familiarity with AI tools and techniques to enhance financial analysis and decision-making.

WHAT WE OFFER

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours – we’ll empower you to take risks, experiment and explore
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress
• Take pride in delivering our promise to society: to improve the lives of a billion smokers

PMI is an Equal Opportunity Employer.