Head of Services - Support and Managed

Manager, End User Services

Tampa, FL

PMI U.S., the U.S. businesses of Philip Morris International, is building a smoke-free future through innovation, technology, and reduced-risk products. With investments across manufacturing, technology, and commercial operations, PMI offers opportunities for employees to make a meaningful impact while growing their careers.

About the Role

The Manager, End User Services is responsible for leading workplace technology services that support employee productivity and business operations. This role drives service excellence, operational performance, technology lifecycle management, and continuous improvement initiatives while serving as a trusted advisor to business stakeholders.

Key Responsibilities

Lead delivery of workplace technology services and ensure high levels of service quality and customer satisfaction.

Own operational performance, service metrics, and continuous improvement initiatives.

Manage hardware lifecycle programs, device refresh activities, and technology procurement planning.

Lead workplace technology projects and service enhancement initiatives from planning through execution.

Serve as a trusted advisor to business leaders on End User Services strategy and priorities.

Resolve complex operational issues and manage critical escalations.

Identify opportunities for automation, standardization, and process optimization.

Proactively monitor risks and implement improvements that enhance the employee experience.

Build and manage vendor relationships, ensuring accountability for service delivery and performance.

Qualifications

Required

• 5+ years of experience in End User Services, Workplace Technology, Service Delivery, IT Operations, Infrastructure Support, or related areas.
• Experience leading service delivery and operational improvement initiatives.
• Experience managing hardware lifecycle and device refresh programs.
• Experience delivering technology projects within enterprise environments.
• Experience managing vendors and outsourced service providers.

Preferred

Bachelor's degree in Information Technology, Engineering, Business Administration, Project Management, or a related field.

ITIL Foundation certification or equivalent.

PMP, Prince2, Agile, or other project management certifications.

Additional Information

Must be legally authorized to work in the United States.

International relocation support is not available.

Internal applicants may require manager approval based on tenure and performance status.

Non-PMI employees should apply through PMI's external careers site.

Salary Range: $104,000 - $130,000

PMI is an Equal Opportunity Employer.

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Philip Morris International