Sr Manager Tech Service Management

Philip Morris•Tampa, FL

9d•Hybrid

About The Position

As the Senior Manager, Tech Service Management, you will lead end-to-end service management operations for a designated technology platform, ensuring the delivery of high-quality, reliable, and efficient IT services. Acting as the Service Management Office (SMO) Lead, you will oversee a team of Service Managers and Service Integrators while driving operational excellence, governance compliance, and continuous improvement across service delivery functions. This role serves as a key partner to technology, business, and vendor stakeholders to ensure services align with organizational objectives and industry best practices.

Requirements

Bachelor's degree in Information Technology, Business, or a related discipline.
ITIL Certification (required).
8+ years of experience in IT Service Management.
5+ years of experience leading and managing service management teams.
Proven success overseeing complex service operations in large-scale technology environments.
Deep understanding of ITIL frameworks, ITSM practices, and governance standards.
Strong people leadership, coaching, and team development experience.
Excellent communication, stakeholder management, and relationship-building skills.
Strong analytical, problem-solving, and decision-making capabilities.
Experience driving continuous improvement and operational transformation initiatives.

Nice To Haves

Lean Six Sigma or similar process improvement certification.
Experience managing service delivery in highly regulated or global organizations.
Knowledge of Finance business processes and related technology environments.
Experience supporting vendor governance and contract management activities.
Exposure to budget management and financial planning within technology organizations.

Responsibilities

Lead the execution and governance of service management practices across the assigned technology platform.
Ensure consistent service delivery and adherence to ITSM and ITIL standards.
Oversee incident, problem, change, configuration, and other core service management processes.
Manage, mentor, and develop a team of Service Managers and Service Integrators.
Drive continuous service improvement initiatives and operational excellence programs.
Monitor service performance through KPIs, SLAs, and operational metrics.
Conduct regular service reviews and present performance insights, successes, and improvement opportunities to senior leadership.
Ensure compliance with technology governance requirements and service management frameworks.
Collaborate with cross-functional teams, business stakeholders, and external vendors to align services with business needs.
Support vendor management activities, including performance monitoring and contract discussions.
Lead process optimization and cost-efficiency initiatives.
Assist with service management budget planning and financial oversight.
Promote a culture of innovation, accountability, and service excellence across the organization.