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 oversee service management operations of Success Factor 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 Success Factor, they also act as Service Manager for Success Factor Employee Central services, 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 fieldSuccess Factor Employee Central Certification required with extensive background working in a global enterprise environment5-7 years of experience in IT service management, with 2+ years in a team management role and experience working in a global corporate settingProven experience managing IT services and teams, with a focus on service quality and continuous improvementProven experience in vendor managementProven experience in managing cross-functional senior stakeholdersStrong leadership, communication, and problem-solving skillsProficiency in ITIL and service management frameworks and ITIL certification is an advantageFluent 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 Crown Jewel and business critical services, ensuring operational excellence and SLA achievementServe 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 modelWork closely with the CoP to ensure that the platform team’s processes are consistent. Regularly review and update processes to remain alignedParticipate 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 targetsCollaborate with the CoP Lead to provide regular updates on Platform service performanceShare operational data, incidents, and key trends with platform leadership and the CoPProvide 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 CoPEnsure effective two-way communicationActively participate in CoP meetings and governance

 

Team Management

Manage a team of service managers and integrators, providing direction, mentorship, and ensuring effective service deliverySupport team members in identifying areas for service improvement and process optimizationSet 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 needsAddress service issues and work with stakeholders to resolve escalationsSet-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-effectivenessPromote 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.