Senior IT Service & Operations Leader

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

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