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About PMI

We’re transforming our business and building our future with one clear purpose – to deliver a smoke‑free future. Our transformation is redefining every area of our business, from where and how we make and sell our products to how we engage our consumers and society.

The Role

As an IT Service Manager, you will manage moderately complex services essential to business operations, focusing on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. You will also lead vendor negotiations and drive continuous service improvements.

Key Responsibilities

• Manage the delivery of moderately complex services critical to business functions.
• Lead efforts to improve service resilience and reduce downtime.
• Coordinate resolution of routine incidents and service requests.
• Act as the primary escalation point for major incidents.
• Ensure adherence to incidents, problems, and change management processes.
• Manage medium‑scale service transition projects and ensure readiness.
• Mentor IT Service Managers on operational best practices.
• Conduct root‑cause analysis and implement preventive measures.
• Oversee vendor relationships and ensure compliance with contractual obligations.
• Lead performance reviews and negotiate improvements in service quality and cost.
• Maintain detailed service documentation and logs.
• Generate performance reports and identify improvement areas.
• Lead continuous improvement initiatives for moderately complex services.
• Develop data‑driven reports for executive stakeholders.
• Ensure compliance with global IT policies, regulations, and security standards.
• Lead audit and regulatory compliance efforts across teams.

Qualifications

• Bachelor’s degree in IT, Computer Science or a related field.
• ITIL certification required.
• Minimum 5+ years in IT with 3+ years in IT service management experience in complex, multi‑service environments.
• Proven ability to coordinate external service providers and drive service improvements.
• Experience in the pharmaceutical industry or any regulated industry is a plus.
• Knowledge about validation processes (GxP) is desired.
• Strong knowledge of ITIL processes, service integration, and vendor management.
• Excellent communication, stakeholder engagement, and problem‑solving skills.

What We Offer

• The freedom to shape your future—and ours. We’ll empower you to take risks, experiment, and explore.
• An inclusive, diverse culture where everyone’s contribution is respected.
• Opportunities to grow within a global business with endless career paths.
• The pride of delivering on our promise to society: to improve the lives of a billion smokers.

Additional Information

• Relocation support is not available for this role.
• Only CVs in English will be considered.