Senior IT Service Manager

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

To be responsible for managing the day‑to‑day operations of Success Factor – Employee Central or Compensation module. This role sits at the intersection of technology, process, and service delivery, ensuring our solutions are stable, efficient, and continuously evolving to meet business needs. Compliance with SLAs, handles service requests, and manages routine incidents is also part of this role including vendor coordination and participate in service improvement efforts.

Your day‑to‑day

Operational Service Management

• Manage the delivery of Success Factor – Employee Central or Success Factor, ensuring they operate efficiently and meet SLA targets
• Lead efforts to improve service resilience and minimize downtime for Success Factor – Compensation and Operation Skills Management services
• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption
• Act as the primary point of escalation for major incidents, ensuring quick and efficient resolution to minimize business impact

ITSM Process Execution

• Execute ITIL‑based processes for incident, problem, and change management, ensuring consistency in service operations and resolution quality
• Assist in service transition process for new IT Solutions
• Lead root cause analysis for service disruptions and ensure preventive measures are implemented

Vendor Management

• Oversee relationships with vendors, ensuring service delivery meets contractual obligations and quality standards
• Oversee vendor performance reviews and negotiations to enhance service quality and cost‑effectiveness

Service Reporting and Improvement

• Maintain detailed service documentation, including incident reports, service requests, and change logs
• Generate detailed reports on service performance, highlighting key metrics and areas for improvement
• Conduct and analyze service performance trends and identify area for improvements
• Lead to continuous improvement efforts, proposing solutions to enhance service delivery, reduce incidents, and improve user satisfaction

Governance & Compliance

• Ensure compliance with global IT policies, regulations, and security standards for all services under management
• Provide leadership in audit and regulatory compliance efforts, coordinating across teams to ensure full adherence

WHO ARE WE LOOKING FOR

Education and Certifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL certification preferred

Experience

• 5+ years of experience in IT, including min. 3 years in service management, primarily handling operational services of Success Factor – Employee Central or Compensation module
• SAP Success
  Factors Employee Central or Compensation module certification is a must, Employee Central, PMGM, or Succession - optional
• Experience with ITSM tools and managing incidents, service requests, and changes
• Experience in vendor management, budget, and resolving escalated service issues

Skills

• Strong understanding of ITSM frameworks with experience in incident management and service operation
• Excellent communication and organizational skills to manage service delivery and vendor relationships
• Excellent communication skills, with the ability to translate between business and technical stakeholders
• Analytical mindset for problem‑solving and process improvement at the operational level
• Demonstrated success in managing system operations, release planning, and continuous improvement initiatives
• Experience managing technical teams, including external vendors or contract staff
• Strong stakeholder engagement and coordination skills across cross‑functional teams

Key things to know before you apply

If you have been in your current job for less than 12 months or if you are on a Performance Improvement Program, you must get the approval of your current manager before applying for the job.

PMI temporary and permanent employees who are employed and paid directly by PMI are eligible to apply for jobs posted on the Internal Careers Portal. If you are not a PMI employee, you are not eligible to search and apply for internal jobs. You are welcome to search and apply for external jobs at pmi.com/careers.

To find out more about eligibility to apply for internal jobs, please refer to the Open Sourcing Employee Guidebook on the Internal Careers Portal.