Sr Manager Tech Service Management US

Philip Morris International U.S.•Tampa, FL

5d•$136,000 - $170,000

About The Position

The Senior Manager Tech Service Management provides strategic leadership and governance for Service Management practices across a designated platform, region, or business function. Specifically, this role is focused on managing a portfolio of applications, the governance and service management for the scope of US applications. This role is accountable for establishing, governing, and continuously improving the Service Management operating model, ensuring consistent adoption of standards, processes, metrics, and controls across all service delivery teams. Acting as the bridge between platform leadership, service teams, product organizations, vendor management, and central service management functions, the Senior Manager for Service Management drives operational excellence, standardization, service performance, governance compliance, and continuous improvement. The role ensures that Service Management capabilities effectively support business objectives while fostering a customer-centric, data-driven, and continuously improving service culture.

Requirements

Relevant degree or equivalent experience in Information Systems, Computer Science, IT Service Management, IT Risk Management, Engineering, Data Science, AI or a related discipline.
10+ years of experience in IT Service Management, Technology Operations, or IT Leadership roles.
Proven experience managing Service Management organizations in large, global enterprises.
Strong background in ITIL processes and operational governance.
Experience managing a portfolio of applications and services and service improvements
Experience leading Service Managers and cross-functional service delivery organizations.
Experience driving organizational transformation, operational excellence, and service maturity initiatives.
Experience engaging with senior business and technology leadership
Deep understanding of ITIL principles and Service Management best practices.
Strong governance, process management, and organizational leadership capabilities.
Expertise in service performance measurement, KPI management, and operational reporting.
Strong understanding of risk, compliance, security, and audit requirements.
Excellent stakeholder management and influencing skills.
Strong strategic thinking, problem-solving, and decision-making capabilities.
Experience leveraging automation, analytics, and AI to improve service operations.
Strategic and forward-thinking leader.
Strong communicator and relationship builder.
Customer-focused and service-oriented mindset.
Influences effectively within complex matrix organizations.
Drives accountability while fostering collaboration.
Continuous improvement and growth mindset.
Ability to balance operational stability, governance, and innovation.

Nice To Haves

Bachelor's degree or equivalent experience in Information Systems, Computer Science, Cybersecurity, IT Risk, Engineering, Data Science, AI, or a related field.
10+ years of experience delivering cybersecurity, risk, and compliance strategies and influencing senior stakeholders.
Broad IT leadership experience across project, product, platform, service management, or security operations.
Strong understanding of infrastructure, applications, cloud platforms, security engineering, AI automation, and data analytics.

Responsibilities

Define and execute the Service Management strategy in alignment with PMI Service Excellence objectives and technology priorities.
Establish and evolve the Service Management operating model across supported platforms and regions.
Align business priorities, technology services, and operational capabilities.
Promote a culture of operational excellence, accountability, customer focus, and continuous improvement.
Lead, mentor, and develop Service Management professionals and teams.
Own the governance framework, policies, standards, controls, and operating procedures for Service Management.
Drive consistent adoption and standardization of Service Management practices across the organization.
Define service maturity targets, improvement roadmaps, and performance expectations.
Establish governance forums, performance reviews, compliance oversight, and reporting mechanisms.
Provide governance and oversight for Incident, Major Incident, Problem, Change, Knowledge, Service Level, Service Continuity, Vendor, and related ITSM processes.
Monitor process effectiveness, compliance, and operational performance across service teams.
Drive process maturity through ITIL-aligned best practices, automation, and continuous improvement initiatives.
Identify and address process inefficiencies to improve operational effectiveness and user experience.
Establish and govern service performance frameworks, KPIs, SLAs, OLAs, and operational metrics.
Monitor service performance, operational risks, trends, and improvement opportunities across supported services.
Lead service reviews and provide executive-level reporting, dashboards, and actionable insights.
Oversee the management of major incidents, recurring issues, service disruptions, and corrective actions.
Drive initiatives that improve service reliability, availability, resilience, quality, and customer experience.
Ensure business continuity and service resilience practices are embedded across supported services.
Ensure compliance with corporate governance, security, risk, regulatory, contractual, and organizational requirements.
Oversee audits, assessments, compliance reviews, and remediation activities.
Partner with Security, Risk, Internal Controls, and Audit teams to manage operational risks and control effectiveness.
Serve as the primary Service Management representative for business, technology, platform, and regional leadership.
Build strong partnerships across Product, Engineering, Service Delivery, Vendor, and Business teams.
Communicate service performance, priorities, risks, and improvement opportunities to senior stakeholders.
Oversee supplier performance, governance reviews, escalations, and service improvement initiatives.
Ensure vendors meet contractual obligations and adhere to Service Management standards and governance requirements.
Lead service improvement and transformation programs across the organization.
Leverage operational data, customer feedback, and industry benchmarks to drive measurable improvements.
Sponsor innovation through automation, AI-enabled capabilities, self-service, and operational simplification.
Drive organizational readiness, adoption, knowledge sharing, and continuous learning to support evolving business and technology needs.
Set clear objectives, performance expectations, and development plans for Service Management teams.
Foster collaboration across geographically distributed and cross-functional teams.
Promote accountability, empowerment, and continuous professional development.
Build organizational capabilities that support current operations and future business growth.