Manager Tech Service Management

PT HM Sampoerna Tbk.; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 360,000,000 - 600,000,000; Full time

Job summary

PT HM Sampoerna Tbk. invites an experienced Manager Tech Service Management to lead end-to-end IT service delivery from Jakarta campus. The role focuses on optimizing service performance, incident resolution, and governance to meet SLAs and security requirements.

You will collaborate with business teams, technology groups, and vendors to sustain reliable services. Ideally 7+ years in IT with 5+ years in ITSM, strong ITIL knowledge, and proven vendor management.

Qualifications

• 7+ years of IT experience with 5+ years in IT service management.
• Strong knowledge of ITSM and ITIL practices.
• Experience managing enterprise IT services and governance.
• Proven ability to lead incident, problem, and change management.
• Strong vendor management and performance monitoring.
• Knowledge of cybersecurity, risk management, and compliance.
• Excellent stakeholder communication and presentation skills.
• Continuous improvement mindset.

Responsibilities

• Own and improve the end-to-end delivery of assigned IT services.
• Ensure services meet performance, security, compliance, and business requirements.
• Lead incident resolution, change management, and service improvement initiatives.
• Monitor service performance, customer satisfaction, and operational risks.
• Drive automation and optimization opportunities to enhance service quality and efficiency.
• Partner with business teams, technology teams, and vendors to deliver reliable services.
• Manage service escalations, vendor performance, and business continuity planning.

Skills

IT Service Management

ITIL practices

Incident management

Change management

Vendor management

Security & compliance

Stakeholder communication

Problem solving

Tools

ServiceNow

Job description

Location: Jakarta, Indonesia

Working Pattern: On-site/WFO, 5 days per week

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—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 the space to move your career forward in endlessly different directions.

Manager Tech Service Management is responsible for managing moderately complex services that are essential to business/enterprise operations. This role focuses on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. They are involved in vendor negotiations for service delivery and are responsible for continuous service improvements and process adherence.

What You'll Do

• Own and improve the end-to-end delivery of assigned IT services.
• Ensure services meet performance, security, compliance, and business requirements.
• Lead incident resolution, change management, and service improvement initiatives.
• Monitor service performance, customer satisfaction, and operational risks.
• Drive automation and optimization opportunities to enhance service quality and efficiency.
• Partner with business teams, technology teams, and vendors to deliver reliable services.
• Manage service escalations, vendor performance, and business continuity planning.

Skills & Capabilities

Must-Haves

• 7+ years of IT experience, including 5+ years in IT Service Management.
• Strong knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) practices.
• Experience managing enterprise IT services, service roadmaps, and governance.
• Proven ability to lead incident, problem, and change management in complex environments.
• Strong vendor management skills, including performance monitoring and service delivery oversight.
• Knowledge of cybersecurity, risk management, and compliance requirements.
• Excellent stakeholder management, communication, and presentation skills.
• Strong critical thinking and problem-solving skills with a continuous improvement mindset.

Nice-to-Haves

• Experience with ServiceNow or similar IT service management platforms.
• Experience working in research, life sciences, laboratory environments, or global cross-functional teams; ITIL certification is a plus.

Equal Opportunity Statement

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.

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