Senior IT Service Manager

Philip Morris International•Tampa, FL

16h•Hybrid

About The Position

The Senior IT Service Manager is responsible for managing moderately complex services that are essential to business/enterprise operations. This role focuses on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. They are involved in vendor negotiations for service delivery and are responsible for continuous service improvements and process adherence.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field.
ITIL certification required.
10 years of experience in IT service management, including min. 5 years in service management, with a focus on managing moderately complex services.
Experience with MS Dynamics is a must.
Experience with ITSM tools and managing incidents, service requests, and changes.
Proven experience in vendor management, budget, and resolving escalated service issues.
Strong knowledge of ITSM frameworks with hands-on experience managing mid-level services.
Excellent problem-solving and process improvement skills, with the ability to manage escalated incidents.
Effective communication and coordination skills, especially when dealing with vendors and senior management.
Knowledge of Finance and logistics business processes would be key, preferably having experience of managing ERP systems and/or Microsoft products.

Nice To Haves

Lean Six Sigma or similar certification preferred.

Responsibilities

Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption - Ensure consistent service delivery and adherence to ITSM standards.
Act as the primary point of day-day to escalation for major incidents supporting Principal IT Service Manager or Senior Manager IT Service Management, ensuring quick and efficient resolution to minimize business impact.
Lead process adherence for incident, problem, and change management, focusing on driving improvements for moderately complex services.
Manage medium-scale service transition projects and ensure readiness across teams.
Provide mentorship/guidance to support teams on operational best practices
Conduct root cause analysis for service disruptions and ensure preventive measures are implemented.
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-effectiveness.
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 the design and implementation for continuous improvement initiatives for moderately complex services, ensuring services operate efficiently and reliably.
Develop detailed, data-driven reports for executive level stakeholders.
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 adherence.