Manager Tech Service Management

Philip Morris International; Manila; Hybrid; PHP 3,495,000 - 4,186,000; Full time

Benefits offered by this job

Private medical & dental care

Life insurance

Subsidized meals

Employee pension plan

Job summary

Philip Morris International is seeking an experienced IT service management professional to join our Europe operations. Based in Poland (hybrid) or Portugal (remote), you will oversee SuccessFactors Employee Central and SAP Fieldglass, ensuring SLA compliance and service reliability.

You will drive ITIL processes, manage incidents and changes, lead root-cause analysis, and work with vendors to improve performance and security. A IT-related bachelor’s degree and ITIL certification are preferred.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• ITIL certification preferred.
• 5+ years IT experience with 3+ years in service management for SuccessFactors Employee Central.
• Certifications in SAP Fieldglass and SuccessFactors are advantageous.
• Experience with ITSM, incidents, changes, and service operations.
• Vendor management, budget oversight, and issue resolution.
• Strong communication and stakeholder management.
• Experience in system operations and continuous improvement.
• Leading technical teams including external vendors.

Responsibilities

• Manage SuccessFactors Employee Central and SAP Fieldglass operations, ensuring SLA and availability.
• Act as escalation point for major incidents and drive resilience.
• Manage incidents and service requests with timely resolution.
• Execute ITIL-based incident, problem, change, and service transition processes.
• Lead root cause analysis and preventive actions.
• Manage vendor performance and contractual compliance.
• Maintain service documentation and performance reporting.
• Identify service improvement opportunities and drive enhancements.
• Ensure compliance with IT policies, security standards and regulatory requirements.
• Support audit and compliance activities with key stakeholders.

Skills

IT service management

Incident & problem management

Vendor management

Stakeholder engagement

Analytical thinking

Team leadership

Service operations

Communication skills

Education

Bachelor's degree in IT/CS

Tools

SAP Fieldglass

SuccessFactors

Job description

Working Pattern:

Poland: Hybrid, 8 days on-site per month Portugal: Remote work

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.

What You'll Do

• Manage SuccessFactors Employee Central and SAP Fieldglass operations, ensuring service availability, SLA compliance, and operational efficiency
• Act as the primary escalation point for major incidents and drive service resilience improvements
• Manage incidents and service requests, ensuring timely resolution and minimal business disruption
• Execute ITIL-based incident, problem, change, and service transition processes
• Lead root cause analysis and implement preventive actions to improve service stability
• Manage vendor performance and contractual compliance
• Maintain service documentation and performance reporting
• Identify service improvement opportunities and drive continuous enhancements
• Ensure compliance with IT policies, security standards, and regulatory requirements
• Support audit and compliance activities with key stakeholders

Skills & Capabilities

• Bachelor's degree in Information Technology, Computer Science, or a related field
• ITIL certification preferred
• 5+ years of IT experience, including 3+ years in service management supporting SuccessFactors Employee Central
• SAP Fieldglass and SuccessFactors certifications are an advantage
• Experience with ITSM frameworks, incidents, service requests, changes, and service operations
• Experience in vendor management, budget oversight, and issue resolution
• Strong communication, stakeholder management, and collaboration skills
• Strong analytical and problem‑solving capabilities
• Experience in system operations, release planning, and continuous improvement
• Expertise in leading technical teams, including external vendors and contractors

Rewards & Benefits

• Private medical & dental care
• Life insurance
• Subsidized meals
• Employee pension plan
• In this position you will earn no less that: Poland: 21200 PLN gross/monthly

Relocation support is not available for this job

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these principles in this job offer or the recruitment process, you may contact our Ethics and Compliance Team at [e-mail].

Read more about Ethics&Compliance at PMI – here