Be a part of a revolutionary change

At PMI, we've chosen to do something incredible. We're totally transforming our business and building our future on one clear purpose – 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 the space to move your career forward in endlessly different directions.

The scale of our transformation means we're effectively building a vast new business, at pace.

In P&C (People & Culture – our HR function), we have a huge part to play, defining and shaping our new customer-focused culture, organizing functions to work more effectively together, and attracting the best talent with new types of skills to join us.

Job Purpose

The Service Manager is responsible for managing the delivery of IT services: overseeing the day-to-day operations, ensuring they are being delivered in accordance with the agreed-upon SLAs, and managing any issues or incidents that may arise.

They ensure that all ITSM processes (e.g., knowledge, incident, problem management) are adhered to. They are involved in managing IT budgets, negotiating contracts with vendors, and ensuring compliance with IT policies and regulations. Their day-to-day activities can vary as they support team members as and when necessary.

Key Accountabilities

Service Roadmap & Lifecycle Management:

Oversee the service lifecycle, from requirement, through development until deployment and maintenance, ensuring adherence to performance, availability, and security/compliance.

Performance Monitoring and Reporting:

Monitor and report on the performance of services and applications and oversee resolution of issues; ensure adherence to the SLAs and KPIs.

Prepare monthly performance reports and presentations for leadership

Budgeting:
Own and maintain the budget for application maintenance, and related roadmap / investments.

IT Service Continuity:
Ensure plans for IT service continuity (e.g., disaster recovery) are defined, maintained and tested.

Security & Compliance:
Ensure service plans and roadmap also include and adhere to security standards, incl. patching, etc.

Training:
Provide training and support to end-users and ensure support teams have sufficient knowledge and required skills.

Knowledge Management:
Ensure adequate level of documentation (e.g., manuals), enforce retention of knowledge artefacts.

Onboarding & Retention:

Oversee onboarding (e.g., users, vendors) and ensure they have appropriate level of knowledge required; manage transition and retention of the providers.

Continuous Improvement:
Encourage continuous improvement and innovation, incl. leveraging contractual obligations of the vendors. Review service performance data to identify opportunities for process improvements, Participate in problem mgmt. meetings to identify root causes of recurring incidents.

Customer relation & satisfaction:
Monitor customer satisfaction and address any issues or concerns in a timely manner
Cross-functional collaboration: Collaborate with the traditional and product teams to escalate and resolve critical issues and act as a bridge for any application related discussions (e.g. related to new requirements, encountered issues, interdependencies, etc.).

Vendor Management:
Manage the relationships with vendors and service providers related to operational aspects of their delivery. Interact with Group Vendor Management for contract adjustments and escalations.

Who We're Looking For

Education or strong background in IT.
Customer-focused mindset, ability to deliver user excellence, understand the end user needs and expectations and drive the satisfaction levels.
Experience in managing the development and maintenance of apps.
Knowledge of industry-standard service integration tools and underlying technologies.
Strong understanding of service management principles and practices.
Familiarity with ITIL, Agile and IT Risk & Controls.
Excellent communication, interpersonal, networking and stakeholder management skills in English (Japanese ability would be a plus)
Ability to manage multiple projects, priorities and navigate dependencies.
Strong analytical and problem-solving skills.
Ability to demonstrate ownership of all aspects of a service end-to-end.

What We Offer

Our success depends on anyone who brings to work a sense of purpose and an appetite for progress.

Join PMI and you too can:
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.

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