Head of IT Consumer, Change Management
Be a part of a revolutionary change
At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.
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.
PMI’s journey to a smoke-free future is fuelled by technology.
The total transformation we’re going through means that there are unique IT projects here to match all levels of skills and ambitions – from pace-setting global pilot projects to vital local updates. Whether you want to pursue a personal passion or build an international career, there’s space here to develop in any number of directions.
To join us in IT you’ll need to be driven and equally happy whether you’re taking the strategic view or diving deep into processes. We'll make sure you're set up to succeed whatever your project is, our culture is agile and collaborative, and we genuinely believe our people are some of the best you’ll ever work with.
We’ve recently launched a new Consumer IT organization at PMI and we are responsible for all of the solutions, technologies and services that underpin our engagement with our customers. We look after corporate web platforms, global commerce platforms, digital engagement platforms, consumer lifecycle platforms and Omni channel services for B2B and B2C channels.
The new Consumer IT group is accountable for the architecture/design, develop/industrialize, integrate/ deploy, engineer/operationalize and, sustain/improve, delivery themes. It’s a very diverse group with our key people being located in New York in the USA, Jakarta in Indonesia, London in the UK and Lausanne in Switzerland. We also partner closely with Infosys in Mohali in India, who are a big part of our family too.
Our team is called ‘Consumer IT Engineering & Operations (“CITE&O”)’ and is responsible for the design, delivery and improvement of the technology landscape that underpins our products and services. As well as providing application support and management, CITE&O is responsible for the run and improvement of all technology in the production environment and ensuring an effective service operation across all platform services. Our end-to-end delivery teams include engineering, continuous improvement, delivery and planning and service management roles of varying levels.
Your ‘day to day’
The Head of IT Consumer, Change Management is responsible for the execution and management of all change activity across the Consumer IT world. With responsibility for the change framework and driving significant improvement to the way we manage our operational environments, the Head of Change will work closely with the Director IT Consumer, Engineering & Operations, to deliver a customer-centric, easy and safe way of delivering change to our technology landscape.
As a member of the Leadership Team, the Head of Change will work with the ops vertical Service Managers to deploy an effective change governance team and partner with them to provide an overall view of the demand upon our environment. As the ultimate guardian of the customer experience, the Head if Change will hold a significant role with accountability to make decisions on both an operational and project-level basis with the impact felt across the business.
Whilst the Service Engineering team will be responsible for designing and integrating the wider service architecture, the Head of Change will partner with the Manager IT Consumer, Service Engineering to deliver an aligned and automated change framework that will span all of our code and non-code/configuration related changes. Additionally, the Head of Change will deploy and manage project-level change management and ensure this is aligned to CITE&O standard ways of working.
Working with our delivery partners, Infosys, to deliver a holistic change management service, the Head of Change will focus on strategically improving the overall customer experience and using metrics to improve the technology and process environment. A key focus of this role will be the driving through of service and process improvement and therefore the Head of Change will need significant leadership skill and a richness of experience in this zone to be able to navigate a complicated global business.
Your main responsibilities will be:
•Ultimate ownership and accountability for all change activity across the Consumer IT technology, service and process landscape
•Chairing the ‘Change Advisory Group’ and setting the agenda for changes that will be presented for deployment in the production landscape
•Partnering with the Service Engineering and ops verticals to deliver integrated reporting based on departmental KPIs. Ensuring full alignment with the Consumer IT service hierarchy
•Coaching and mentoring leaders (of all seniorities) about the benefits of Change Management and looking at ways to further improve this framework to ensure more robust and scalable services
•Partnering with Infosys to deliver a fully operational change management service that scales across our markets, functions, technologies and services
•Responsible for the continuous improvement of the change management service employing both a qualitative and quantitative approach to developing the offering. A deep focus on reducing waste.
•Ensuring all communications and alerts are aligned with standard templates, simple and easy for our customers to digest
•Relentless in the pursuit of zero-defects, ensuring our platforms and services are robust, reliable, resilient and predictable
Who we’re looking for
•Exceptional and significant experience in the field of Change Management with a vast knowledge of the overall ITSM and ITIL service space
•Preferable for candidates to have B2C experience although a must-have is running a very busy change environment across a large multi-national or global organization
•Demonstrable and meaningful experience of developing a change function into more simple approaches and integrated into a wider service framework
•Experience of Lean Sigma principles and a mindset to deliver improvement with a customer and consumer focus
•Deep experience in the ITSM tooling (particularly ServiceNow and JIRA) areas with the ability to apply complex workflows and models into simple technology solutions
•The ability to mentor and coach others to help them raise the bar for the benefit of themselves and the business
•Experience working within an Agile environment delivering faster at a higher quality level.
•Proven ability to manage conflict and prioritisation in an ambiguous setup.
•An understanding of cloud-based technology stacks and the application of these services to meet business outcomes and problems
•Willingness to travel across Europe, Latin America and Asia Pacific.
The job/role offer is subject to valid right to work in UK
What we offer
Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:
•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 a billion smokers.