Senior It Service Manager

Philip Morris International; Daerah Khusus Ibukota Jakarta; On-site; IDR 334.448.000 - 501.673.000; Full time

Job summary

A leading global company in Jakarta is seeking a Senior IT Service Manager to optimize service delivery and manage escalated incidents. This role includes vendor negotiation and continuous service improvements. The ideal candidate will have 10 years' experience in IT service management, hold an ITIL certification, and excel in problem-solving and communication. This is an excellent opportunity to join a transformative company focused on smoke-free products.

Benefits

Opportunities to grow within a global business

Diverse corporate culture

Empowerment to innovate and explore

Qualifications

• 10 years of experience in IT service management, 5 years in service management.
• Proven experience in vendor management and budgeting.
• Strong knowledge of ITSM frameworks.

Responsibilities

• Handle routine incidents and service requests.
• Lead process adherence for incident, problem, and change management.
• Manage medium-scale service transition projects.

Skills

IT service management

Vendor management

Problem-solving

Effective communication

Process improvement

Education

Bachelor's degree in Information Technology, Computer Science, or related field

ITIL certification

Lean Six Sigma or similar certification

Tools

ITSM tools

Job description

About PMI

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 improve the lives of a billion smokers worldwide. With huge change comes huge opportunity. 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. Our journey to a smoke‑free future is powered by technology. The transformation we're undergoing means there are unique IT projects to match all levels of skills and ambitions—from global pilot programs to vital local initiatives.

The Role

The Senior IT Service Manager / IT Service Manager 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.

Key Responsibilities

• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption and consistent service delivery and adherence to ITSM standards.
• Act as the primary point of day‑day escalation for major incidents supporting the Principal IT Service Manager or Senior Manager IT Service Management, ensuring quick and efficient resolution to minimize business impact.
• Lead process adherence for incident, problem, and change management, focusing on driving improvements for moderately complex services.
• Manage medium‑scale service transition projects and ensure readiness across teams.
• Provide mentorship and guidance to support teams on operational best practices.
• Conduct root‑cause analysis for service disruptions and ensure preventive measures are implemented.
• 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.
• 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 areas for improvement.
• Lead the design and implementation for continuous improvement initiatives for moderately complex services, ensuring services operate efficiently and reliably.
• Develop detailed, data‑driven reports for executive level stakeholders.
• 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.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• ITIL certification required.
• Lean Six Sigma or similar certification preferred.
• 10 years of experience in IT service management, including a minimum of 5 years in service management, focusing on managing moderately complex services.
• Experience with ITSM tools and managing incidents, service requests, and changes.
• Proven experience in vendor management, budgeting, and resolving escalated service issues.
• Strong knowledge of ITSM frameworks with hands‑on experience managing mid‑level services.
• Excellent problem‑solving and process improvement skills, with the ability to manage escalated incidents.
• Effective communication and coordination skills, especially when dealing with vendors and senior management.
• Knowledge of Finance business processes, preferably within the Finance domain of budget consolidation.

What We Offer

• The freedom to shape your future—and ours. We’ll empower you to take risks, experiment, and explore.
• An inclusive, diverse culture where everyone's contribution is respected.
• Opportunities to grow within a global business with endless career paths.
• The pride of delivering on our promise to society: to improve the lives of a billion smokers.

Ready to join our transformation? Apply now and be part of something extraordinary.

Additional information: relocation support is not available for this role. Only CVs in English will be considered.