Manager Tech Service Management

Philip Morris International; Kraków; Hybrid; PLN 215,000 - 258,000; Full time

Benefits offered by this job

Private medical & dental care

Life insurance

Subsidized meals

Employee pension plan

Job summary

Philip Morris International in Kraków is seeking a senior IT Service Manager to own end-to-end IT service operations, governance, and lifecycle management in a hybrid work setting. You will ensure SLA, KPI, security, compliance, and business requirements are met while coordinating incident, problem, change, and knowledge management.

You will drive service stability, monitor health and satisfaction, manage vendor relationships, and lead continuous improvement initiatives, acting as escalation

Qualifications

• 7+ years in IT, including 5+ years in IT Service Management.
• Strong knowledge of ITIL/ITSM processes and governance.
• Experience managing complex enterprise services and vendor relationships.

Responsibilities

• Own end-to-end IT service operations, governance, and lifecycle management
• Ensure SLA, KPI, security, compliance, and business requirements are consistently met
• Manage incident, problem, change, and knowledge management processes
• Drive service stability, availability, performance, and operational resilience
• Support service transitions and ensure operational readiness for new solutions
• Monitor service health, customer satisfaction, and key performance metric
• Lead continuous improvement, automation, and optimization initiatives
• Act as the primary escalation point for service-related issues and major incidents
• Manage stakeholder, vendor, and cross-functional team relationships
• Ensure compliance with security, risk, audit, business continuity, and disaster recovery requirements

Skills

ITIL/ITSM

Stakeholder management

Vendor management

Incident/change management

Communication skills

Cross-functional collaboration

Analytical mindset

Tools

ServiceNow

Job description

Working Pattern: Hybrid, 8 days on-site/month

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

• Own end-to-end IT service operations, governance, and lifecycle management
• Ensure SLA, KPI, security, compliance, and business requirements are consistently met
• Manage incident, problem, change, and knowledge management processes
• Drive service stability, availability, performance, and operational resilience
• Support service transitions and ensure operational readiness for new solutions
• Monitor service health, customer satisfaction, and key performance metric
• Lead continuous improvement, automation, and optimization initiatives
• Act as the primary escalation point for service-related issues and major incidents
• Manage stakeholder, vendor, and cross-functional team relationships
• Ensure compliance with security, risk, audit, business continuity, and disaster recovery requirement

Skills & Capabilities

• 7+ years of experience in IT, including 5+ years in IT Service Management
• Strong knowledge of ITIL/ITSM processes
• Experience managing complex enterprise services and vendor relationships
• Excellent stakeholder management, communication, and presentation skills
• Strong analytical mindset with a focus on service excellence and continuous improvement
• Ability to operate effectively in high-pressure incident scenarios
• Experience working with cross-functional, global teams
• Experience with ServiceNow or similar ITSM platforms is an advantage
• Experience in Engineering / IIOT is a plus
• ITIL certification is preferred.

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].