Philip Morris International

Senior IT Service Manager

Philip Morris International • $136K — $170K *
Tampa, FL 33647In-Person
Information Technology
8 - 10 years of experience
4 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Information Technology or related field.
  • ITIL certification required; Lean Six Sigma preferred.
  • 10 years of IT service management experience, with 5+ years specifically in service management.
  • Experience with ITSM tools and processes, including incident management.
  • Proven vendor management and escalation resolution skills.
  • Strong knowledge of ITSM frameworks and mid-level service management.
  • Effective communication skills, particularly with senior management and vendors.

Responsibilities

  • Handle routine incidents and service requests to minimize business disruption.
  • Act as the primary escalation point for major incidents to enable quick resolutions.
  • Lead adherence to incident, problem, and change management processes.
  • Manage medium-scale service transition projects to ensure team readiness.
  • Provide mentorship to operational support teams on best practices.
  • Conduct root cause analysis after service disruptions to prevent recurrences.
  • Oversee vendor relationships to ensure service delivery meets obligations.

Benefits

  • Competitive base salary with an annual bonus potential.
  • Comprehensive medical, dental, and vision coverage.
  • 401k with a generous company match and wellness benefits.
  • Hybrid work model promoting flexibility.
  • Diverse workplace culture that values all contributions.
  • Opportunities for personal and professional development.
Full Job Description
Senior IT Service Manager - Tampa, FL

About the Role

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.

Your 'day to day':
  • 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.


Who we're looking for:
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL certification required.
  • Lean Six Sigma or similar certification preferred.
  • 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 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.


Annual Base Salary Range: $136,000 - $170,000

What we offer:
  • We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!
  • We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace.
  • 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.
  • Take pride in delivering our promise to society: To improve the lives of millions of smokers.


About Philip Morris International

Philip Morris International Careers

Join the global team at Philip Morris International (PMI), a leading international tobacco company dedicated to innovation and transformation in the industry. At PMI, we offer more than just job opportunities; we provide a platform for professional growth and leadership development in an environment that values diversity and inclusion.

Work You’ll Do

At Philip Morris International, you will be part of a dynamic team that is focused on leading the transformation of the tobacco industry towards a smoke-free future. Engage in innovative work that pushes the boundaries of what is possible in consumer goods. With PMI, you can contribute to industry-leading projects and utilize cutting-edge technology to make a meaningful impact.

Explore Our Diverse Opportunities

Whether you're looking for an internship, ready to start your career, or an experienced professional seeking a leadership role, PMI offers a range of positions to match your skills and ambitions. Explore job opportunities in various fields including research and development, marketing, sales, finance, and more. Each position at PMI is a step towards a future-proof career in a company that prioritizes innovation and leadership.

Grow and Develop with Us

PMI is committed to the growth of its employees. We offer comprehensive benefits and diversity training programs designed to enhance your professional skills and personal development. Our leadership programs foster an inclusive culture that encourages networking and innovation, ensuring that every team member can achieve their career goals.

Be Part of Our Culture

At Philip Morris International, we believe that our strength lies in our diversity. Our inclusive culture welcomes professionals from all backgrounds, empowering them to bring their unique perspectives to our team. Collaboration and respect drive our collective success, making PMI a rewarding place to work.

Join Our Team

Ready to advance your career at Philip Morris International? Search open positions that match your skills and interests. We are always hiring creative, curious, and motivated individuals who are ready to drive innovation in our industry. Prepare your resume, sharpen your interview skills, and become part of a company that’s leading change.

Stay Connected

Keep up to date with the latest career tips, company news, and industry insights by joining our network. Subscribe to receive personalized job alerts and updates that can help you stay ahead in your career journey.

Philip Morris International Careers

Discover the opportunities waiting for you at PMI. Join us in making history in a company where your career is as important to us as it is to you. Explore, innovate, and grow with Philip Morris International.
Learn more about Philip Morris International
Size
69,600 employees
Market Cap
$157.8 billion
Industry
Food & Beverages
Net Income
$8 billion
Founded
1900
5 Year Trend
+3.3%
Revenue
$28.6 billion
NASDAQ
PM
* Ladders Estimates

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