London, United Kingdom


Information Technology



Job ID


The Team Our team is part of the wider IT Consumer & Commercial (ITC&C) function responsible for designing, building, running and improving business solutions and services globally. The technologies we are interested in range from omnichannel, commerce, digital marketing, social media and trade, both within a B2C and B2B context – all our solutions are consumer-facing and are the real growth engine and future of our organization. The Operations & Platform Services (O&PS) department is responsible for the run and sustainability of business solutions as well as the design, build and run of all core platform systems that underpin all technology services. We are fully accountable for the core cloud infrastructure, production operations, platform management, delivery tooling, environments, site reliability, service delivery, operational readiness and continuous improvement of our landscape. Our customers are two-fold as we help delivery teams to accelerate by providing stable technology enablement solutions and support our affiliates who consume the technology we centrally deliver. In total, we serve around eighty-nine affiliates worldwide who use a mixture of B2C and B2B technology and enable delivery teams in Consumer, Commercial, IoT and Global Communications. We are a very international team and currently spread across seven cities worldwide: Lausanne is our head office and operating centre, London is our main operational hub, Lisbon is our primary engineering centre, and we have teams in Jakarta, Manila, Buenos Aires and Krakow. Role Summary The transition Lead owns the framework for the lifecycle of the services that make up the IT Consumer Platforms, from the handover from the build teams, the operations whilst live and the eventual de-commissioning when end of life is reached. Their focus is to make the passage of the services as smooth as possible ensuring service is maintained and impact minimised, whilst transition is taking place. The goal being to ensure that the time to market will be reduced and quality will be ensured whilst this is taking place. This is a senior role with visibility across PMI. A key element of the role will be engagement through the organisation to firmly embed the concepts of operational readiness and service transition. They will be guiding, educating, advising and influencing stakeholders to both the left and the right of the operations team from the build to the markets where the IT Consumer and Commercial Platforms deliver value to our business. This will be ensuring new projects and changes are introduced in a standardized and safe way integrating seamlessly with our operational landscape including the creation of an estimation model for services to be transitioned to live operations so there are no surprises and fits the commercial model. To ensure everyone is aware and understands what is required and what output will be this person will have a highly collaborative approach with the ability to negotiate, manage relationships, driving improvement across a regulated and business critical area. The successful candidate will be able to see the “big picture”, knowing where and how operational readiness fits into the delivery of successful IT Consumer Platforms then a demonstrable ability how to make that happen. They will have experience of working in fast-paced environments in FMCG, Digital, E-commerce organisations where they have worked with internal and external suppliers to establish robust service transition mechanisms delivering tangible benefits to technology and services. Key Responsibilities • Owning the frameworks for operational readiness and service transition for the IT Consumer Platforms from the build handover to retirement. • Defining and driving the evolution of the frameworks for service transition and operational readiness and the successful application to our IT Consumer Platforms. • Building an estimation model to make sure that the on-boarding of new services fits the commercial model and budgetary constraints. • Ensuring the IT Consumer Platforms and services are built so they are robust, reliable, resilient and predictable. • Educating and informing stakeholders about the need for and the requirements of service transition and operational readiness. • Representing APPOPS on Project and Governance Boards representing and championing operational readiness. • Work with customers and suppliers including third party managed service providers to embedder the requirements for service transition and operational readiness. • Driving standards and practices, improving and innovating to stay ahead of the curve. Essential Skills & Experience • Strong customer focused approach with demonstrable first-class stakeholder engagement. • An advocate of service transition and operational readiness with the ability to ‘sell’ this to a non-technical commercial audience. • A deep knowledge of reliability technology in the realms of availability, capacity, performance, monitoring, alerting and automation. • A detailed understanding of cloud-based technology stacks and the application of these services to meet business outcomes and problems. • Extensive understanding of Service Level Agreements and their applications aligned with contract application knowledge based on business deliverables. • A collaborative approach to getting the optimal outcome by building strong working relationships with both internal and external stakeholders. • Proven ability to manage conflict and prioritization in an ambiguous setup. • Knowledge and use of ITSM/work management systems (ServiceNow, JIRA etc.). • Understanding of the principles of continuous improvement based on Lean principles. • Experience working within an Agile environment delivering faster at a higher quality level. • Willingness to travel across Europe, Latin America and Asia Pacific. 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. To join our growing team…