Senior IT Service Manager

MAKE HISTORY WITH US!At PMI, we’ve chosen to do something incredible.We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future.With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and you will have the space to move your career forward in many different areas/directions.JOIN USTo be responsible for managing the day-to-day operations of Success Factor – Employee Central or Compensation module. This role sits at the intersection of technology, process, and service delivery, ensuring our solutions are stable, efficient, and continuously evolving to meet business needs. Compliance with SLAs, handles service requests, and manages routine incidents is also part of this role including vendor coordination and participate in service improvement efforts.Your day-to-dayOperational Service Management Manage the delivery of Success Factor – Employee Central or Success Factor, ensuring they operate efficiently and meet SLA targets Lead efforts to improve service resilience and minimize downtime for Success Factor – Compensation and Operation Skills Management services Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption Act as the primary point of escalation for major incidents, ensuring quick and efficient resolution to minimize business impactITSM Process Execution Execute ITIL-based processes for incident, problem, and change management, ensuring consistency in service operations and resolution quality Assist in service transition process for new IT Solutions Lead root cause analysis for service disruptions and ensure preventive measures are implementedVendor Management Oversee relationships with vendors, ensuring service delivery meets contractual obligations and quality standards Oversee vendor performance reviews and negotiations to enhance service quality and cost-effectivenessService Reporting And Improvement Maintain detailed service documentation, including incident reports, service requests, and change logs Generate detailed reports on service performance, highlighting key metrics and areas for improvement Conduct and analyze service performance trends and identify area for improvements Lead to continuous improvement efforts, proposing solutions to enhance service delivery, reduce incidents, and improve user satisfactionGovernance & Compliance” Ensure compliance with global IT policies, regulations, and security standards for all services under management Provide leadership in audit and regulatory compliance efforts, coordinating across teams to ensure full adherenceWho Are We Looking ForEducation and Certifications: Bachelor’s degree in Information Technology, Computer Science, or related field. ITIL certification preferredExperience 5+ years of experience in IT, including min. 3 years in service management, primarily handling operational services of Success Factor – Employee Central or Compensation moduleSAP SuccessFactors Employee Central or Compensation module certification is a must, Employee Central, PMGM, or Succession - optional Experience with ITSM tools and managing incidents, service requests, and changes Experience in vendor management, budget, and resolving escalated service issuesSkills Strong understanding of ITSM frameworks with experience in incident management and service operation Excellent communication and organizational skills to manage service delivery and vendor relationships Excellent communication skills, with the ability to translate between business and technical stakeholders Analytical mindset for problem-solving and process improvement at the operational level Demonstrated success in managing system operations, release planning, and continuous improvement initiatives Experience managing technical teams, including external vendors or contract staff Strong stakeholder engagement and coordination skills across cross-functional teamsThere are many IT Organizations out there, so why should you join ours?We Believe PMI IT’s True Strength Is Fuelled By Our People, And That Our Success Depends On Them Coming To Work Every Single Day With a Sense Of Purpose And An Appetite For Progress. We Are a People First Organisation Committed To Providing You With First-class Employee Journey. Here’s a Glimpse Of What’s In It For You Upon Joining UsWork-life balance: Wellbeing comes first. We offer a fantastic office environment and Smart working options to ensure you have the best work-life balance possibleLearning & Development: Your growth is a priority. Our robust and varied learning & development ecosystem will help you strengthen your technical skills and enhance your soft skills and business acumen. The capabilities you will acquire with us will support your life-time employability within IT, PMI, and beyondInclusion & Diversity: Our differences - much more than our similarities - generate the innovation we are looking for. We aspire to build a diverse and inclusive organization to access the breadth and depth of thinking and sensitivity necessary to thriveEvery single IT colleague is part of our Transformation journey. Join us and pursue your ambitions – our staggering size and scale provides endless opportunities to progress. If this offer resonates with you, we look forward to receiving your application and getting to know you.Together, let’s deliver a smoke free future.16028