Tech Service Manager: SuccessFactors Time Expert

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

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.