Tech Service Sr Specialist

Philip Morris Limited; Jakarta Pusat; On-site; IDR 390,600,000 - 613,800,000; Full time

Job summary

Philip Morris Limited is seeking a Tech Service Management Senior Specialist based in Jakarta. You will own the end-to-end lifecycle of critical IT services, ensuring delivery, stability, and compliance while collaborating with product teams, vendors, and business units to align services with strategic objectives.

The role emphasizes ITIL processes, security governance, risk management, and continuous improvement to enhance service performance and user satisfaction in a complex multinational

Qualifications

• Bachelor's degree in a technology field or equivalent experience.
• 5+ years in IT Service Management, Service Delivery, or related areas.
• ITIL/COBIT certifications are advantageous.
• Strong stakeholder management and communication skills.
• Experience with AWS, SaaS and cloud-native environments.
• Knowledge of risk, security governance and operational controls.

Responsibilities

• Own end-to-end lifecycle of assigned IT services, ensuring performance and security.
• Collaborate with stakeholders to translate needs into service improvements.
• Monitor service health and report insights to leadership.
• Execute ITIL processes (Incident, Problem, Change, Service Request, Knowledge).
• Manage vendor relationships and delivery commitments.
• Ensure security and regulatory requirements are met and remediated.
• Support disaster recovery planning and service continuity.
• Lead service reviews and drive continual improvement initiatives.
• Document procedures and knowledge resources for sustainable delivery.
• Contribute to enterprise service standards and roadmaps.

Skills

ITIL

IT Service Management

Incident management

Change management

Problem management

Vendor management

Security governance

Risk management

Stakeholder management

Cloud/AWS

Service delivery

Education

Bachelor's degree in IT or related field

ITIL/COBIT certifications

Tools

AWS

SaaS platforms

Cloud-native apps

In-house applications

Job description

Tech Service Sr Specialist

Perusahaan : Philip Morris Limited
Jenis Pekerjaan : Full-Time
Jakarta, Indonesia

BE A PART OF A REVOLUTIONARY CHANGE - FIND YOUR FUTURE IN OUR FUTURE!

At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future with one clear purpose – to deliver a smoke-free future. We're disrupting our company from the inside out. Our transformation is redefining every area of our business. From where and how we make and sell our products—to how we engage our consumers and society.

To support this vision, PMI is evolving into a science and technology-based, consumer-facing, multi-category company—and Information Technology (IT) is a vital partner in helping to lead the way. As we accelerate PMI's vision, we get to dream big too.

With unique and transformative IT projects matching all levels of skill and ambition, we've taken on the spirit of a start-up, with the freedom to craft and define our digital future, but with the support and scope of a vast global business.

We are seeking for a skilled Tech Service Management Senior Specialist who is willing to be based in Jakarta.

YOUR DAY TO DAY

As an Tech Service Management Senior Specialist and primary service owner for assigned technology services, you will be responsible for ensuring delivery, stability, and continuous improvement of IT services that support business operations. Working closely with business stakeholders, product teams, vendors, and technology partners, you will ensure services are delivered in accordance with agreed service levels, operational standards, security requirements, and business expectations.

• Own and manage the end-to-end lifecycle of assigned IT services, ensuring service performance, availability, reliability, security, and compliance requirements are consistently met.
• Partner with business stakeholders and product teams to understand evolving business needs, translate requirements into service improvements, and ensure services remain fit for purpose.
• Monitor service health, operational performance, and key service metrics; drive the resolution of service issues and provide regular reporting and insights to business and IT leadership.
• Execute and govern ITIL-based processes, including Incident, Problem, Change, Service Request, and Knowledge Management, ensuring consistent service operations and quality outcomes.
• Manage relationships with internal support teams, external vendors, and service providers, ensuring delivery commitments, operational performance, and contractual obligations are achieved.
• Ensure assigned services comply with applicable security, risk, governance, and regulatory requirements, partnering with relevant teams to address identified gaps and remediation actions.
• Drive continuous service conformance by overseeing vulnerability management, risk and control remediation, audit findings, compliance obligations, and operational issue resolution to maintain a secure and compliant service environment.
• Support IT service continuity, resilience, and disaster recovery planning activities, ensuring critical services can be recovered and restored within agreed business expectations.
• Collaborate across IT functions, product teams, and business units to manage service dependencies, coordinate major issue resolution, and drive alignment between operational and strategic objectives.
• Lead service reviews and continual improvement initiatives, identifying opportunities to enhance user experience, reduce recurring issues, improve operational efficiency, and increase customer satisfaction.
• Maintain service documentation, operational procedures, knowledge articles, and training materials to support sustainable service delivery and effective knowledge retention.
• Partner with the Service Orchestration Office (SOO) and global service management teams to implement enterprise service standards, contribute to continuous improvement initiatives, and provide market feedback to influence the evolution of policies, controls, and operating practices where appropriate.
• Contribute to service roadmap planning and technology modernization initiatives, supporting the evolution of services in line with business priorities and enterprise technology strategy.
• Oversee service onboarding, transition, and decommissioning activities, ensuring appropriate operational readiness, support models, documentation, and knowledge transfer are established.

WHO WE’RE LOOKING FOR

• Minimum a Bachelor's Degree or strong professional background in a technology-related field, with a solid understanding of IT Service Management principles and practices. ITIL, COBIT, or similar certifications are an advantage.
• At least 5 years of experience in IT Service Management, Service Delivery, Application Support, or a related field, preferably within multinational FMCG, pharmaceutical, or similarly complex organizations.
• Strong stakeholder management, collaboration, and communication skills, with the ability to translate technical concepts into business outcomes and communicate effectively with both technical and non-technical audiences.
• Proven experience leading change, driving continuous improvement initiatives, and influencing cross-functional teams, vendors, and stakeholders to achieve desired outcomes.
• Hands-on experience managing business-critical applications and services across diverse technology landscapes (e.g., AWS, SaaS, cloud-native, and in-house applications).
• Good understanding of IT risk management, controls, vulnerability management, security compliance, and operational governance practices.
• Strong business acumen, leveraging data, metrics, and analytical thinking to identify opportunities, support decision-making, and improve service outcomes.

WHY SHOULD YOU JOIN US?

At PMI IT, we believe success to be fuelled by our employees, depended on them coming to work every single day with a sense of purpose and an appetite for challenge. We are a people first organisation committed to empowering you to take risks, grow and explore. Here’s what sets us apart:

• We’re redefining the big picture of well-being and personal development.We seek the best professionals but recognize them as parents, caregivers, family, and community members. We look after each other and care for our people, so wherever you join us around the world, we’re committed to providing the type of benefits only a company like PMI can offer
• Being the fastest learning IT organization in the world is core to our culture, so we invest significantly in developing our people. From mentoring to technical certifications, stretch roles, soft skills development, and executive education, we help our people develop the skills they need to do their best work and create their own unique impact.
• At PMI IT, we believe diversity and inclusiveness are essential to every industry. We’re proud that our culture is built upon strong corporate values, a foundation of respect and belonging, and a commitment to diversity and inclusion that welcomes a variety of skill sets, backgrounds, and experiences.
• We see digital technology as disruptive, and possibilities as endless. Our teams work with innovative technologies

Every single IT member is part of our Transformation journey. Join us and pursue your ambitions – our staggering size and scale provides endless opportunities to progress. If our culture and mindset resonate with you, we look forward to receiving your application and getting to know you.

Together, let’s deliver a smoke free future.