Senior IT Service Manager

Senior IT Service Manager - Tampa, FL

At PMI U.S., we are building a modern nicotine business—focused on helping make a future without cigarettes a reality in America. As the U.S. businesses of Philip Morris International, we are investing in new products, science, and capabilities to provide the approximately 25 million legal age adults who still smoke with better alternatives.

Our approach is rooted in innovation, responsible marketing, and a growing U.S. footprint that spans manufacturing, technology, and commercial operations across the country.

That creates real opportunity. You'll have the space to take ownership, develop new ideas, and contribute to work that is shaping our business and the category. We're looking for people who are curious, collaborative, and motivated by progress—because the scale of what we're building creates room to grow in different directions.

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.

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.

PMI is an Equal Opportunity Employer.

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 3,000 employees.