Manager Tech Service Management

Philip Morris International; Kraków; Hybrid; PLN 222,000 - 266,000; Full time

Benefits offered by this job

Private medical and dental care

Hybrid work: 40% office and 60% home

Employee pension plan

Lunch card

Multisport & Cafeteria program

Training, language learning, and Q&A

Free bike and car parking

Job summary

Philip Morris International in Kraków is seeking an experienced IT Service Manager to own the day-to-day operations of SuccessFactors – Time. You will ensure stable, compliant services, meet SLAs and coordinate with cross-functional teams.

This role demands strong ITSM knowledge, incident and change management, and vendor oversight. Hybrid work arrangement and PMI's commitment to a smoke-free future make this a unique opportunity to influence global HR IT services.

Qualifications

• Bachelor’s degree in IT or CS; ITIL certification preferred.
• 5+ years IT experience with at least 3 years in service management.
• SuccessFactors – Time knowledge; Time certification preferred.
• Experience with ITSM, incident, service request and change management.
• Vendor management and service operations experience.

Responsibilities

• Manage day-to-day operations and service delivery of SuccessFactors – Time.
• Handle incidents and service requests as escalation point for major incidents.
• Execute ITIL-based incident, problem and change management processes.
• Lead root cause analysis and preventive actions to improve resilience.
• Manage vendor relationships and performance to meet contracts.
• Monitor service performance, analyze trends and drive improvements.
• Maintain service documentation and reporting on key metrics.
• Ensure compliance with IT policies, security standards and audits.

Skills

ITIL certification

ITSM frameworks

Incident management

Change management

Vendor management

Stakeholder management

Analytical skills

Strong communication

Education

Bachelor’s degree in Information Technology or Computer Science

ITIL certification

Tools

Quinyx Time

SuccessFactors – Time

Job description

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 deliver a smoke-free future.

With huge change comes huge opportunity. Wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions, and you will have the space to move your career forward in many different areas and directions.

What You'll Do

• Manage day-to-day operations and service delivery of SuccessFactors – Time, ensuring stable, efficient services and compliance with SLAs.
• Handle incidents and service requests, acting as the escalation point for major incidents and minimizing business disruption.
• Execute ITIL-based incident, problem and change management processes and support service transitions for new IT solutions.
• Lead root cause analysis and implement preventive actions to improve service resilience and reduce downtime.
• Manage vendor relationships and performance, ensuring contractual obligations, quality and cost-effectiveness.
• Monitor service performance, analyze trends and drive continuous improvement initiatives to enhance user satisfaction.
• Maintain service documentation and reporting, including incidents, requests, changes and key service metrics.
• Ensure compliance with global IT policies, security standards, audit and regulatory requirements.

Skills & Capabilities

• Bachelor’s degree in Information Technology, Computer Science or related field; ITIL certification preferred.
• 5+ years of IT experience, including at least 3 years in service management, primarily supporting SuccessFactors – Time.
• SuccessFactors – Time certification is required; Employee Central certification is an advantage.
• Experience with Quinyx Time is an advantage.
• Strong knowledge of ITSM frameworks and experience with incident, service request and change management.
• Experience in vendor management, service operations, release planning and continuous improvement.
• Strong analytical, organizational and problem-solving skills.
• Excellent communication and stakeholder management skills, including cooperation with technical teams and external vendors.

Rewards & Benefits

• Private medical and dental care and life insurance.
• Hybrid work: 40% office and 60% home office/month.
• Employee pension plan.
• Lunch card, Multisport & Cafeteria program.
• Training, language learning, and professional qualification support.
• Free bike and car parking.
• Salary of no less than 21 845 PLN gross per month.

We believe diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to a workplace where every individual feels welcomed, respected, valued, and empowered.

We encourage applications from people of all backgrounds and identities and provide reasonable accommodations to ensure an accessible recruitment process.