London, United Kingdom


Information Technology



Job ID


Be a part of a progressive change! At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and 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. 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. The Department 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 and Global Communications. It’s a very busy department but we luckily get involved in the most interesting 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 Head of Service Delivery is a critical role for PMI and sits at the forefront of the operations teams delivering and improving services to a user-base of c5,000+ internal customers, c20m+ external consumers and c1,000+ developers. With responsibility for delivering an IT operational service for our B2C, B2B and Global Communications functions and internally for our delivery teams, the Head of Service Delivery partners closely with solution, product, business delivery, business operations and other internal and external organizations to ensure a seamless, defect-free, reliable, and simple service that is consumed by thousands of internal colleagues and millions of external customers worldwide. With responsibility for the leadership of our outsourced partner, Infosys, the Head of Service Delivery will work incredibly closely with the leadership of this group to deliver a seamless and integrated service that is both planned efficiently and be responsible for its core delivery. We don’t take a ‘them and us’ view to service delivery and the leader of this team will ensure that both PMI and all outsourced vendors have complimentary operating models and integrate these for the good of our end customers who consume our service. Additionally, the Head of Service Delivery will work closely with the WebOps, Digital Hubs, Technology & Platform Engineering and other internal IT teams with the core focus of providing an end-to-end service experience. The Role Responsibilities • Leadership of a team of senior Service Delivery Managers responsible for run, operate, configure, maintain and improvement of all digital and platform ecosystems across IT Consumer & Commercial, globally • Responsible for the service performance and delivery metrics serving all live and active markets across all central technology platforms • Leadership of the application support, infrastructure support, core service management (problem, change, incident) and user access management service lines • Relentless in the pursuit of a first-class customer experience ensuring continuous optimization using data to justify, improve and exploit opportunity • Ensuring the Digital Platforms are monitored and managed on a 24x7x365 basis, and using this data to drive significant improvement to the day-to-day operation • Partnering with teams to deliver first-time right services into the operational landscape free of defects and with reliable and scalable performance (technology, process, and people) • Delivering outcome-focused service projects to deliver significant improvement to stability • Driving service standards and practices, improving, and innovating to stay ahead of the curve • Active and keen participant in the overall operation, design, and architecture of the digital platform and its sustainability The Person Criteria • First class service management and delivery experience gained at a senior level in a global organization • Experience of working with computing at scale using multiple SaaS, IaaS, and PaaS technologies • Detailed understanding and a passion for service management methodologies and concepts • First rate partner engagement skills with the ability to influence and convince others • Strong and varied vendor management experience using a mix of in-house, consultant and outsourced models • Knowledge and demonstrable experience of matrix management and leading large teams of people via outsourced vendors • Experience of running and improving processes such as incident, change, release, and problem management • Experience working within an Agile environment delivering faster at a higher quality level • Track record of managing service performance/improvement by leveraging KPIs and metrics to deliver a quality customer experience • Experience with Lean Six Sigma to drive efficiency and improvements to ways of working and process excellence • Outstanding line management skill with the ability to ‘lead leaders’ and senior-level colleagues • Willingness to travel across Europe, Latin America, and Asia Pacific • Proven ability to define and drive improvement using metrics and structured planning • Experience running a 24x7x365 operation supporting 000’s of users across 80+ countries Finally, we can only accept candidates who have the existing right to work in the UK or Portugal. PMI will not provide visa sponsorship for this position. What we offer Our success depends on our hardworking employees who come to work here 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. To join our growing team…