Senior IT Service Manager - Incident & ITIL Lead

Philip Morris International; Albarraque; Híbrido; EUR 65 000 - 78 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private medical & dental care

Life insurance

Subsidized meals

Employee pension plan

Resumo da oferta

Philip Morris International is seeking an experienced IT Service Manager to oversee SuccessFactors Employee Central and SAP Fieldglass operations. You will act as the main escalation point for major incidents and drive resilience improvements, ensuring timely resolution of requests and adherence to ITIL processes.

The role requires strong vendor management, stakeholder communication, and a track record in service operations, release planning, and continuous improvement.

Qualificações

• Bachelor's degree in information technology, computer science, or related field.
• ITIL certification preferred.
• 5+ years IT experience, including 3+ years in service management supporting SuccessFactors Employee Central.
• Experience with ITSM frameworks, incidents, service requests, changes and service operations.
• Vendor management, budget oversight, and issue resolution experience.

Responsabilidades

• Manage SuccessFactors Employee Central and SAP Fieldglass operations.
• Act as primary escalation point for major incidents and drive resilience improvements.
• Manage incidents and service requests with timely resolution.
• Execute ITIL-based incident, problem, change and service transition processes.
• Lead root cause analysis and preventive actions to improve stability.
• Manage vendor performance and contractual compliance.
• Maintain service documentation and performance reporting.
• Identify service improvement opportunities and drive enhancements.
• Ensure compliance with IT policies, security standards, and regulatory requirements.
• Support audit and compliance activities with key stakeholders.

Conhecimentos

Bachelor's degree

ITIL certification

IT service management

SuccessFactors

SAP Fieldglass

Vendor management

Stakeholder management

Analytical skills

Release planning

External vendor leadership

Formação académica

Bachelor's degree in IT/CS

Ferramentas

SAP Fieldglass

SuccessFactors

Descrição da oferta de emprego

Philip Morris International is seeking an experienced IT Service Manager to oversee SuccessFactors Employee Central and SAP Fieldglass operations. You will act as the main escalation point for major incidents and drive resilience improvements, ensuring timely resolution of requests and adherence to ITIL processes.

The role requires strong vendor management, stakeholder communication, and a track record in service operations, release planning, and continuous improvement.