Albarraque, Portugal


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 – our solutions are both consumer-facing and employee-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 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 interesting projects with lots of cutting-edge 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 our Partner Network work out of delivery centres in various locations across India and Continental Europe. The Role Summary The IT Service Integrator - Consumer is the bridge between the customer and PMI’s external service partners 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 live and breathe 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 part of our DNA. Partnering closely with other Service Integrators, and the Vendor Management Office, the IT Service Integrator - Consumer is responsible for Co-ordinating and consolidating the management of individual affiliate and global IT application services, from Service Partners to provide end-to-end IT service management to the affiliates or to global functions, the customers and users, whilst ensuring that the services consistently meet the business objectives and requirements for performance, quality, cost and assurance. The Role Responsibilities • Oversee the delivery of affiliate or global IT services, under the “Fully Managed Services” contract with PMI’s major partner, to ensure that such services are delivered according to the terms and conditions of the contract and all SLAs are adhered to. • A deep focus on the customer experience and how the services and technologies delivered by IT Consumer and Commercial plug seamlessly into the wider service and delivery framework delivering value to our businesses. • Act as the Single Point-of-Contact for Affiliates or Global Teams, for any escalations regarding service delivery from External Partners and orchestrate the resolution of these escalations across all parties. • 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. • Has responsibility for ensuring all agreed IT policies and system controls are adhered to, followed and reviewed regularly for the scope of services under the positions responsibility. • Ensure, in collaboration with the IT Platforms and affiliates, that any changes in service capacity are planned, budgeted for and implemented as agreed. • Establish effective stakeholder relationships at all levels within ITCC, the wider technology organisation and our businesses, as well as across the External Partner Network, always looking to innovate and improve these relationships as our services mature, and or change. • Where required lead and 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 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. What we are looking for • Experience in operating in an IT service leadership role within in a large, complex, distributed global or multi-national organization. • Specific experience with Service transformation, with specific relation to IT Operations and Cloud platforms whilst ensuring operational effectiveness across the technology landscape. • Exceptional stakeholder 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 leading service delivery through offshore and 3rd party managed vendor Service Managers. • Exceptional project and program management experience, with the ability to lead and govern the inception and lifecycle of a project through all its phases to support improvements. • Experience of managing conflicting priorities and stakeholders at all levels including to Director and Vice President level in an ambiguous environment with ever-changing demands. • 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 SIAM, ITIL, Cobit, ISO20000, Balance Scorecard & Continual Service Improvement, Lean Six Sigma and 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 necessary. What we offer Our success depends on the 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 and will offer you the opportunity to progress your career as you choose. • 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.