Senior Manager - IT Service Management

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

The Senior Manager – IT Service Management oversees end-to-end service management operations within their assigned platform. This role leads a team of managers and senior service managers/integrators, ensuring consistent application of ITIL best practices and alignment with organizational service goals. As the governing authority (SMO Lead) for service delivery, the Senior Manager ensures services are effectively managed across multiple teams, driving service excellence, continuous improvement, and operational alignment with governance and reporting standards.

Key Responsibilities

• Oversee and manage the execution of service management practices across the assigned platform.
• Ensure consistent service delivery and adherence to ITSM standards.
• Orchestrate IT services, including incident, problem, change, and configuration management.
• Lead and mentor a team of service managers and integrators.
• Foster professional growth and ensure the successful execution of responsibilities.
• Guide the team in implementing service improvements and maintaining high service standards.
• Ensure compliance with IT governance policies and service management frameworks.
• Align operations with the community of practice’s goals.
• Conduct regular service performance reviews and drive continuous improvement.
• Ensure consistent use of KPIs, SLAs, and other metrics to monitor service performance.
• Deliver performance reports to the Director of IT Service Management, highlighting successes and areas for improvement.
• Collaborate with external vendors and internal stakeholders to align service delivery with business needs.
• Support vendor performance management and contract negotiations.
• Lead initiatives for process optimization and cost efficiency.
• Promote innovation and efficiency within service management teams.
• Assist in managing the IT service management budget for the platform.
• Ensure financial alignment with service needs and organizational goals.
  
  

Qualifications

• Bachelor’s degree in IT, Business, or a related field.
• ITIL certification required.
• Lean Six Sigma or similar certification preferred.
• 8–10 years of experience in IT service management.
• Minimum 5 years in a managerial role overseeing service teams.
• Proven experience in orchestrating complex service operations and driving improvements.
• Strong leadership and team management skills.
• Deep expertise in ITIL frameworks and governance standards.
• Excellent communication, stakeholder engagement, and analytical skills.
• Knowledge of SAP and Finance business processes would be an advantage
• Knowledge of and experience in the SAP-ERP system would be key, and having more hands-on experience with SAP-ERP functional 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 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.
  
  

14021