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.

JOIN US!

The Manager – IT Service Management oversees service management operations of Payroll platform. They ensure the consistent application of service management practices, in alignment with the CoP goals of standardization, measurement, reporting, and governance. In addition to overseeing ITSM operations for Payroll globally, they also act as Service Manager for Payroll services of Europe, Middle East and Africa , ensuring end to end service delivery meets business expectations. They act as the bridge between their IT delivery teams and the SOO, providing oversight, support, and guidance while fostering a culture of continuous improvement.

WHO ARE WE LOOKING FOR

· Bachelor’s degree in Information Technology, Business , or related field

· Extensive background on end-to-end payroll processes global enterprise environment

· 5-7 years of experience in IT service management, with 2+ years in a team management role and experience working in a global corporate setting

· Proven experience managing IT services and teams, with a focus on service quality and continuous improvement

· Proven experience in vendor management

· Proven experience in managing cross-functional senior stakeholders

· Strong leadership, communication, and problem-solving skills

· Proficiency in ITIL and service management frameworks and ITIL certification is an advantage

· Fluent English speaker to communicate with different groups globally

Your ‘day-to-day’

Service Management & Operations

· Oversee the day-to-day execution of service management activities within the team, ensure compliance with stablished standards, offer direct support. Ensure incidents and problems are managed effectively, from detection through resolution and that changes are managed according to defined processes, minimizing risk to service continuity and ensuring proper change control

Service Delivery for Crown Jewel and Business Critical Services

· Act as the Service Manager for one or more business critical services, ensuring operational excellence and SLA achievement

· Serve as the key point of contact between IT and business stakeholders for service performance discussions

Compliance with SOO Governance and Standards

· Implement and enforce the policies, standards, frameworks within the platform. Ensure the team is aligned with the governance model

· Work closely with the CoP to ensure that the platform team’s processes are consistent. Regularly review and update processes to remain aligned

· Participate in periodic service audits and assessments conducted by the SMO. Ensure the platform team meets all compliance requirements related to service management

Service Performance Monitoring and Reporting

· Monitor KPIs and SLAs for platform services, ensuring performance meets or exceeds established targets

· Collaborate with the CoP Lead to provide regular updates on Platform service performance

· Share operational data, incidents, and key trends with platform leadership and the CoP

· Provide feedback to the CoP on challenges, potential improvements, and effectiveness of current service management practices

Liaison with CoP

· Serve as the primary point of contact between the platform and the CoP

· Ensure effective two-way communication

· Actively participate in CoP meetings and governance

Team Management

· Manage a team of service managers and integrators, providing direction, mentorship, and ensuring effective service delivery

· Support team members in identifying areas for service improvement and process optimization

· Set priorities, coordinate and quality check the activities of the team

Stakeholder & Vendor Coordination

· Collaborate with internal senior stakeholders and external vendors to ensure service alignment with business needs

· Address service issues and work with stakeholders to resolve escalations

· Set-up and drive governance processes for the services in scope

Service Improvement Initiatives

· Lead continuous service improvement initiatives, focusing on enhancing service quality, efficiency, and cost-effectiveness

· Promote the adoption of new technologies and methods to improve service management processes

Budget Support

· Budget planning and monitoring, ensuring resources are effectively allocated to support service management goals

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. 

Please note that only on-line applications will be taken into consideration.