Albarraque, Portugal


Information Technology



Job ID


Be a part of a ground-breaking 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 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 new 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. 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 of 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 sustain of business solutions as well as the design, build and run of all core platform technologies 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. In 2019 we joined forces with Infosys to help us deliver L1 24x7x365 services and L2 application support, and we continue to enjoy a great relationship with Infosys who help us run things while we focus on automation, project delivery and bringing cool new technology to help solve business problems. 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. It’s a very busy department but we luckily get involved in the most exciting projects with lots of innovative technology. We’re customer-obsessed to the core and everything we build or run or service, we put everything into making it simple, easy-to-use and efficient. We’re 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 people in Jakarta, Manila, Buenos Aires and Krakow. Our colleagues in Infosys work out of the delivery centres in Hyderabad and Mohali and our other technology delivery vendors are based predominantly in Continental Europe. The Role Summary The Manager IT Consumer (“MITC”), Service Partner is the voice of the customer and is responsible for ensuring that service operations and production services across our technology estate are delivered at least to contracted agreements, whilst ensuring that a continual service improvement approach is followed focusing on customer-centric outcomes It is essential that everyone within the IT Consumer organization are dedicated to consumer and customer-centric solutions – our key goal is to make our customers lives simpler and enable our consumers to use our technology without delay nor hindrance. Delivering always-on, on-demand and easy-to-use solutions must become at our core. Partnering closely with other Service Partners across Core, B2B & B2C services, and as a part of the wider Service Delivery Group the Manager IT Consumer (“MITC”), Service Partner will be responsible for delivering a comprehensive service to our consumers, working closely with our off-shore delivery partner Infosys, and in particular the TechOps group responsible for the underpinning Infrastructure of the platforms, to tailor customer-centric solutions based on a deep understanding of outcomes, driving efficiency, and focusing on continual improvement. The Role Responsibilities • A deep focus on the customer experience and how the services and technologies delivered across the IT Consumer Operations plug seamlessly into the wider service and delivery framework • Create and maintain a truly ‘trusted partnership’ with our customers across markets, regions and functions, understanding their plans and needs and be able articulate these effectively, and in addition ensuring there is a solid understanding of expectation of the how service is delivered, measured and improved. • Establish effective partner relationships across the organization, as well as across the multiple vendor network, always looking to innovate and improve these relationships as our services mature, and or change. • Where required participate in Service Reviews and retain accountability of the services, and deliverables for all aspects of service delivery across their vertical throughout their lifecycle • Operational vendor and internal resource management to deliver and improve upon a global Application Operations service landscape employing integrated but differentiated multi-sourcing strategies • Relentless in the pursuit of zero-defects, ensuring our platforms and services are robust, reliable, resilient and predictable, with a focus on metrics such as time to revert and mean time to resolve. • Measure and monitor service performance, utilising related data including SLA and Customer Satisfaction measures, sharing these with the customer and owning follow up activity and initiatives • Understand improvement opportunities across all areas of people, process and technology, with a specific focus on customer centricity, collaborating with the Service Operations group to help drive continuous improvement and drive greater value in the delivery of services delivered to the customer. • Partner with CITE&O departments to align on Service Architecture and delivery outcomes to ensure joined-up and effective delivery of services • Ensure ongoing partnership with solution teams to understand future demand (Seek & Catch), building effective ‘Roadmaps’ for delivery, whilst enabling effective financial control and resource capability. The Person Criteria • Experience in operating within a Service Partner/Service Manager role within in a large, complex, distributed global or multi-national organization and specifically within a technical Infrastructure led position • Specific experience with Service transformation, modernising ageing, disparate or fragmented services whilst ensuring operational effectiveness across the technology landscape • Experience of Business to Consumer platforms and associated technologies (e.g. Hybris, Adobe Experience Manager, Cegid, Twilio, Salesforce) • Deep Experience of Infrastructure and Cloud based technologies that underpin consumer platforms and associated technologies (e.g. AWS, Akamai, Jenkins, Artifactory, Atlassian, PagerDuty, NewRelic etc.) • Exceptional partner engagement skills with the ability to build relationships at every level and influence decision making through multiple ways (… and not just through PowerPoint) • Exceptional Vendor management experience, with specific experience of service delivery through Managed Service Partners • Must have experience working in a front-end consumer-facing, or similar technology role • Experience of handling conflicting priorities and partners in an ambiguous environment with constantly evolving business demand • Understanding of ITSM work management process frameworks and how these can be deployed into a wider ‘delivery’ framework to integrate our services and approach, having real-world, pragmatic experience of how these frameworks operate in practice, rather than theory, and how they are able to work alongside each other to enhance service delivery. Including but not restricted to:- • ITIL • Cobit • ISO20000 • Balance Scorecard & Continual Service Improvement • Lean Six Sigma • Agile • An understanding of Service management tooling, including Customer portals and how these can be used to drive a simplified and exceptional experience to the customer. (e.g. SNOW, Jira) • Willingness to travel across Europe, Latin America and Asia Pacific where vital What we offer: Our success depends on all people 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 deliver a smoke-free future.