Senior IT Service Manager

Working Pattern: Poland: Hybrid, 8 days on-site per month Portugal: Remote work

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future.

With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

• Manage SuccessFactors Employee Central and SAP Fieldglass operations, ensuring service availability, SLA compliance, and operational efficiency

• Act as the primary escalation point for major incidents and drive service resilience improvements

• Manage incidents and service requests, ensuring timely resolution and minimal business disruption

• Execute ITIL-based incident, problem, change, and service transition processes

• Lead root cause analysis and implement preventive actions to improve service stability

• Manage vendor performance and contractual compliance

• Maintain service documentation and performance reporting

• Identify service improvement opportunities and drive continuous enhancements

• Ensure compliance with IT policies, security standards, and regulatory requirements

• Support audit and compliance activities with key stakeholders

Skills & Capabilities

• Bachelor's degree in Information Technology, Computer Science, or a related field

• ITIL certification preferred

• 5+ years of IT experience, including 3+ years in service management supporting SuccessFactors Employee Central

• SAP Fieldglass and SuccessFactors certifications are an advantage

• Experience with ITSM frameworks, incidents, service requests, changes, and service operations

• Experience in vendor management, budget oversight, and issue resolution

• Strong communication, stakeholder management, and collaboration skills

• Strong analytical and problem-solving capabilities

• Experience in system operations, release planning, and continuous improvement

• Expertise in leading technical teams, including external vendors and contractors

Rewards & Benefits

• Private medical & dental care

• Life insurance

• Subsidized meals

• Employee pension plan

• In this position you will earn no less that: Poland: 21200 PLN gross/monthly, Portugal: 5800 EUR gross/monthly

Relocation support is not available for this job

If you have been in your current job for less than 12 months or if you are on a Performance Improvement Program, you must get the approval of your current manager before applying for the job.

PMI temporary and permanent employees who are employed and paid directly by PMI are eligible to apply for jobs posted on the Internal Careers Portal.  If you are not a PMI employee, you are not eligible to search and apply for internal jobs.  You are welcome to search and apply for external jobs at pmi.com/careers.

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these principles in this job offer or the recruitment process, you may contact our Ethics and Compliance Team at PMIEthicsandCompliance@pmi.com. Read more about Ethics&Compliance at PMI – <a