Sr Manager Tech Service Management

Philip Morris International U.S.; Tampa (FL); On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive benefits

401k with match

Job summary

Philip Morris International U.S. is seeking a Senior Manager, Tech Service Management in Tampa, FL. You will lead end-to-end service management operations for a designated technology platform, acting as the SMO Lead, guiding Service Managers and Service Integrators to ensure high-quality IT services.

You will partner with technology, business, and vendor stakeholders to align services with organizational objectives, drive governance, and enable continuous improvement across service delivery.

Qualifications

• Bachelor's degree in Information Technology, Business, or related discipline.
• ITIL Certification (required).
• 8+ years of experience in IT Service Management.
• 5+ years of experience leading and managing service management teams.
• Proven success overseeing complex service operations in large-scale technology environments.
• Deep understanding of ITIL frameworks, ITSM practices, and governance standards.
• Strong people leadership, coaching, and team development experience.

Responsibilities

• Lead the execution and governance of service management practices across the assigned technology platform.
• Ensure consistent service delivery and adherence to ITSM and ITIL standards.
• Oversee incident, problem, change, configuration, and other core service management processes.
• Manage, mentor, and develop a team of Service Managers and Service Integrators.
• Drive continuous service improvement initiatives and operational excellence programs.
• Monitor service performance through KPIs, SLAs, and operational metrics.
• Conduct regular service reviews and present performance insights to senior leadership.
• Ensure compliance with technology governance requirements and service management frameworks.
• Collaborate with cross-functional teams, business stakeholders, and external vendors.
• Support vendor management activities, including performance monitoring and contract discussions.
• Lead process optimization and cost‑efficiency initiatives.
• Assist with service management budget planning and financial oversight.
• Promote a culture of innovation, accountability, and service excellence.

Skills

ITSM experience

ITIL knowledge

Leadership

Stakeholder mgmt

Communication

Analytics

Problem solving

Education

Bachelor's degree

Job description

Senior Manager Tech Service Management (Tampa, FL)

At PMI U.S., we are building a modern nicotine business—focused on helping make a future without cigarettes a reality in America. As the U.S. businesses of Philip Morris International, we are investing in new products, science, and capabilities to provide the approximately 25 million legal‑age adults who still smoke with better alternatives.

Our approach is rooted in innovation, responsible marketing, and a growing U.S. footprint that spans manufacturing, technology, and commercial operations across the country.

That creates real opportunity. You’ll have the space to take ownership, develop new ideas, and contribute to work that is shaping our business and the category. We’re looking for people who are curious, collaborative, and motivated by progress—because the scale of what we’re building creates room to grow in different directions.

About The Role

As the Senior Manager, Tech Service Management, you will lead end-to-end service management operations for a designated technology platform, ensuring the delivery of high-quality, reliable, and efficient IT services. Acting as the Service Management Office (SMO) Lead, you will oversee a team of Service Managers and Service Integrators while driving operational excellence, governance compliance, and continuous improvement across service delivery functions. This role serves as a key partner to technology, business, and vendor stakeholders to ensure services align with organizational objectives and industry best practices.

Your Day-to-Day

• Lead the execution and governance of service management practices across the assigned technology platform.


• Ensure consistent service delivery and adherence to ITSM and ITIL standards.


• Oversee incident, problem, change, configuration, and other core service management processes.


• Manage, mentor, and develop a team of Service Managers and Service Integrators.


• Drive continuous service improvement initiatives and operational excellence programs.


• Monitor service performance through KPIs, SLAs, and operational metrics.


• Conduct regular service reviews and present performance insights, successes, and improvement opportunities to senior leadership.


• Ensure compliance with technology governance requirements and service management frameworks.


• Collaborate with cross-functional teams, business stakeholders, and external vendors to align services with business needs.


• Support vendor management activities, including performance monitoring and contract discussions.


• Lead process optimization and cost‑efficiency initiatives.


• Assist with service management budget planning and financial oversight.


• Promote a culture of innovation, accountability, and service excellence across the organization.

Who We're Looking For

• Bachelor's degree in Information Technology, Business, or a related discipline.


• ITIL Certification (required).


• 8+ years of experience in IT Service Management.


• 5+ years of experience leading and managing service management teams.


• Proven success overseeing complex service operations in large-scale technology environments.


• Deep understanding of ITIL frameworks, ITSM practices, and governance standards.


• Strong people leadership, coaching, and team development experience.


• Excellent communication, stakeholder management, and relationship-building skills.


• Strong analytical, problem-solving, and decision-making capabilities.


• Experience driving continuous improvement and operational transformation initiatives.

Nice to Have

• Lean Six Sigma or similar process improvement certification.


• Experience managing service delivery in highly regulated or global organizations.


• Knowledge of Finance business processes and related technology environments.


• Experience supporting vendor governance and contract management activities.


• Exposure to budget management and financial planning within technology organizations.

Annual Base Salary Range: $160,000 - $200,000

What We Offer

• We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!


• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace.


• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.


• Be part of an inclusive, diverse culture where everyone’s contribution is respected; Collaborate with some of the world’s best people and feel like you belong.


• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.


• Take pride in delivering our promise to society: To improve the lives of millions of smokers.

PMI is an Equal Opportunity Employer.

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 3,000 employees.

PMI has been an entirely separate company from Altria and Philip Morris USA since 2008. PMI’s affiliates first entered the U.S. market following the company’s acquisition of Swedish Match in late 2022.Philip Morris International and its U.S. affiliates are working to deliver a smoke‑free future. Since 2008, PMI has invested $12.5 billion globally to develop, scientifically substantiate and commercialize innovative smoke‑free products for adults who would otherwise continue to smoke with the goal of transitioning legal‑age consumers who smoke to better alternatives. In 2022, PMI acquired Swedish Match – a leader in oral nicotine delivery – creating a global smoke‑free champion led by the IQOS and ZYN brands. The U.S. Food and Drug Administration has authorized versions of PMI’s IQOS electronically heated tobacco devices and Swedish Match’s General snus as Modified Risk Tobacco Products and renewal applications for these products are presently pending before the FDA. For more information, please visit www.pmi.com/us and www.pmiscience.com.

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