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.
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