Manager Tech Service Managemet

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 is seeking a Senior IT Service Management professional to own end-to-end service delivery and governance. The role covers incident, change, and knowledge management while driving improvements across global teams and vendors.

You will ensure SLA/KPI adherence, security, and regulatory compliance, and support transitions for new solutions. A strong ITIL background and ServiceNow experience are highly valued.

Qualifications

• 7+ years in IT with 5+ years in ITSM/ITIL
• Strong knowledge of ITIL/ITSM processes
• Experience managing complex enterprise services and vendor relationships
• Excellent stakeholder management, communication and presentation skills
• Analytical mindset focused on service excellence and continuous improvement
• Ability to operate under high-pressure incident scenarios
• Experience with cross-functional, global teams
• ITSM platforms experience an advantage (ServiceNow)
• Experience in R&D or lab environments is a plus
• ITIL certification preferred

Responsibilities

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

Skills

IT Service Management

ITIL/ITSM

Vendor management

Stakeholder management

Cross-functional teams

ServiceNow

R&D / Life Sciences (a plus)

ITIL certification (preferred)

Tools

ServiceNow

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

• Own end-to-end IT service delivery, 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 R&D, Life Sciences, or laboratory environments is a plus but not required
• 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, Portugal: 5800 EUR 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