Senior Service Management Leader - ITIL & Ops Excellence

Philip Morris International U.S.; Tampa (FL); On-site; USD 136,000 - 170,000; Full time

Job summary

Philip Morris International U.S. in Tampa, FL seeks a Senior Manager to lead Service Management across US applications. You will define the strategy, govern the operating model, and drive continuous improvement with cross-functional teams.

The role emphasizes ITIL-based governance, metrics, and collaboration with Product, Engineering, and Security to ensure reliable, compliant services and strong executive reporting.

Qualifications

• 10+ years in IT Service Management, Technology Operations, or IT leadership roles.
• Strong background in ITIL processes and operational governance.
• Experience engaging with senior business and technology leadership.

Responsibilities

• Define and execute the Service Management strategy aligned with PMI Service Excellence objectives.
• Evolve the Service Management operating model across platforms and regions.
• Lead governance frameworks, policies, standards, and operating procedures for Service Management.
• Drive adoption of ITIL-aligned practices, metrics, and reporting across teams.
• Oversee service reviews, incidents, changes, and continuous improvement initiatives.

Skills

IT Service Management

Technology Operations

IT Leadership

ITIL governance

Service Performance

Governance & Compliance

Stakeholder Management

Automation & AI

Cross-functional Leadership

Strategic Planning

Education

Bachelor's degree or equivalent in Information Systems/CS/Cybersecurity/Engineering/Data Science/AI

Job description

Philip Morris International U.S. in Tampa, FL seeks a Senior Manager to lead Service Management across US applications. You will define the strategy, govern the operating model, and drive continuous improvement with cross-functional teams.

The role emphasizes ITIL-based governance, metrics, and collaboration with Product, Engineering, and Security to ensure reliable, compliant services and strong executive reporting.