Manager Tech Service Management

At PMI, we've chosen to do something incredible. We're 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. 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 and directions.

WHAT YOU'LL DO:

• Manage day-to-day operations and service delivery of SuccessFactors – Time, ensuring stable, efficient services and compliance with SLAs.
• Handle incidents and service requests, acting as the escalation point for major incidents and minimizing business disruption.
• Execute ITIL-based incident, problem and change management processes and support service transitions for new IT solutions.
• Lead root cause analysis and implement preventive actions to improve service resilience and reduce downtime.
• Manage vendor relationships and performance, ensuring contractual obligations, quality and cost-effectiveness.
• Monitor service performance, analyze trends and drive continuous improvement initiatives to enhance user satisfaction.
• Maintain service documentation and reporting, including incidents, requests, changes and key service metrics.
• Ensure compliance with global IT policies, security standards, audit and regulatory requirements.

SKILLS & CAPABILITIES:

• Bachelor’s degree in Information Technology, Computer Science or related field; ITIL certification preferred.
• 5+ years of IT experience, including at least 3 years in service management, primarily supporting SuccessFactors – Time.
• SuccessFactors – Time certification is required; Employee Central certification is an advantage.
• Experience with Quinyx Time is an advantage.
• Strong knowledge of ITSM frameworks and experience with incident, service request and change management.
• Experience in vendor management, service operations, release planning and continuous improvement.
• Strong analytical, organizational and problem-solving skills.
• Excellent communication and stakeholder management skills, including cooperation with technical teams and external vendors.

REWARDS & BENEFITS:

• Private medical and dental care and life insurance.
• Hybrid work: 40% office and 60% home office/month.
• Employee pension plan.
• Lunch card, Multisport & Cafeteria program.
• Training, language learning, and professional qualification support.
• Free bike and car parking.
• Salary of no less than 21 845 PLN gross per month.

We believe diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to a workplace where every individual feels welcomed, respected, valued, and empowered.
We encourage applications from people of all backgrounds and identities and provide reasonable accommodations to ensure an accessible recruitment process.
Only on-line applications will be taken into consideration. Each applicant will receive information about their application status.