Manager - IT Service Management (SuccessFactors) Rio de Mouro

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Factors) role at Philip Morris International

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MAKE HISTORY WITH US! At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on
- free products with the power to deliver a
- 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!

Overview

The Manager – IT Service Management oversees service management operations of the Success
Factors platform. They ensure the consistent application of service management practices, in alignment with the Co
P goals of standardization, measurement, reporting, and governance. In addition to overseeing ITSM operations for Success
Factors, they also act as Service Manager for Success
Factors Employee Central services, ensuring
-
- 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
• Success Factor Employee Central Certification required with extensive background working in a 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
  - functional senior stakeholders
• Strong leadership, communication, and
  - solving skills
• Proficiency in ITIL and service management frameworks; ITIL certification is an advantage
• Fluent English speaker to communicate with different groups globally

Day-to-day Responsibilities

• Service Management & Operations: Oversee the
  -
  - day execution of service management activities within the team, ensure compliance with established standards, provide direct support, and manage incidents, problems, and changes according to defined processes to minimize risk and ensure service continuity

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 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 policies and standards within the platform; ensure alignment with governance model
• Work with the Co
  P to ensure platform team processes are consistent; regularly review and update processes
• Participate in periodic service audits and assessments conducted by the SMO; ensure compliance with service management requirements

Service Performance Monitoring and Reporting

• Monitor KPIs and SLAs for platform services, ensuring performance targets are met or exceeded
• Collaborate with the Co
  P Lead to provide regular updates on platform service performance
• Share operational data, incidents, and key trends with platform leadership and the Co
  P
• Provide feedback to the Co
  P on challenges, improvements, and effectiveness of current practices

Liaison with Co
P

• Serve as the primary point of contact between the platform and the Co
  P
• Ensure effective
  - way communication and active participation in Co
  P meetings and governance

Team Management

• Manage a team of service managers and integrators, providing direction and mentorship to ensure effective service delivery
• Support team members in identifying areas for service improvement and process optimization
• Set priorities, coordinate, and
  - 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 resolve escalations with stakeholders
• Establish and drive governance processes for services in scope

Service Improvement Initiatives

• Lead continuous service improvement initiatives focusing on quality, efficiency, and
  - effectiveness
• Promote adoption of new technologies and methods to improve service management processes

Budget Support

• Budget planning and monitoring to ensure resources 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 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
- free future. Please note that only online applications will be considered.

16310

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• Manufacturing