Tokyo, Japan


Information Technology



Job ID


PURPOSE OF THE POSITION Philip Morris is leading the transformation of our industry with Reduced Risk Products. The intent is to help every smoker to stop or switch to a less harmful alternative. This is our smoke free future mission. As we transform our industry, so we are transforming our business to be more consumer focused, innovative, forward leaning, and agile. JOB DESCRIPTION Manager Service Delivery is a member of Japan IT Platform Operations function in East Asia and Australia IT organization of PMI • Manage and Deliver IT Services in an optimum way (timely, cost effective, secure, stable, reliable, and user-friendly, both from IT and user perspective) to maximize efficiency in the IT service and support area. • Understand business needs and define from the Global IT offering to deliver IT operation services. • Design and implement, IT operation services for the market business support, following the global PMI standards and procedures. • Understand and promote the Global IT Operating model • Proactively identify the market IT service requirements which are not supported by the Global IT Operations, communicate, and agree the solution with the Global function. • Lead a group of Service Managers who are accountable for different platforms and solutions to provide the best-in-class IT operational services with maximized frugality • Manage external and internal service providers to ensure that service levels are met. • Manage and build a flexible, agile and innovative IT Service organization that attracts, develops and retains the best global talent in order to deliver IT operation services required by PMI, currently and in the future. • Ensure appropriate IT Platform/Solution services quality metrics are in place and reviewed regularly. • Ensure the compliance of Global IT policies, IT resilience maturity requirements of each platform • Responsible for System availability, escalation point of contact for system availability issues (incidents & problems). • Function as a Service Manager for certain applications Qualification and Experiences: • Proven Track record in managing the delivery of business-critical IT services/systems, working with globally placed service delivery teams • Deep knowledge and demonstrated experience of Key ITSM principles, processes, and procedures (SLA management, Change management, capacity management, incident management) • Knowledge and experience in IT Governance practices and IT resilience management • Knowledge in Information/Cyber security, Data privacy protection requirements and Continuity of Business management • Knowledge in core technology concepts (Cloud computing, Networking infrastructure, Web technologies, Full stack, Serverless etc.) and exposure to Agile, DevOps, Site Reliability Engineering etc. • Knowledge and working experience on incident reporting tool (PagerDuty) , Platform monitoring tools (NewRelic, Datadog, OpenSearch) • 5+ years of Team management experience and previous hands-on experience in Production Support • Experience with SNOW, JIRA etc. • Strong Communication and presentation skills in English. Japanese language capability is not essential, but a plus. JOIN A GLOBAL MARKET LEADER PMI is the world’s leading international tobacco company, with six of the world's top 15 international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term we use to refer to products that present, are likely to present, or have the potential to present less risk of harm to smokers who switch to these products versus continued smoking. We have a range of RRPs in various stages of development, scientific assessment and commercialization. Because our RRPs do not burn tobacco, they produce far lower quantities of harmful and potentially harmful compounds than found in cigarette smoke. For more information, see and PMI is an Equal Opportunity Employer.