Tech Service Management Lead – ITIL & SAP/SuccessFactors

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

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.