Philip Morris International
Manager - IT Service Management (SuccessFactors)
Philip Morris International, Poland, New York, United States
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MAKE HISTORY WITH US! 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 deliver a smoke-free future. With huge change, comes huge opportunity. Wherever you join us, you’ll have the space to dream up and deliver better, brighter solutions and move your career forward in many directions. JOIN US!
The Manager – IT Service Management oversees service management operations of the 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 bridge 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 cross-functional senior stakeholders Strong leadership, communication, and problem-solving skills Proficiency in ITIL and service management frameworks; 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 established 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 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 online applications will be taken into consideration. 16310 Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: Manufacturing We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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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 cross-functional senior stakeholders Strong leadership, communication, and problem-solving skills Proficiency in ITIL and service management frameworks; 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 established 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 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 online applications will be taken into consideration. 16310 Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: Manufacturing We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr