Technology Resilience & Service Continuity Manager

Be part of a progressive change! At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge changes, come huge opportunities. By joining us you’ll enjoy the freedom to dream up, build better and brighter solutions, and space to move your career forward in endlessly new directions! 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 customer and/or consumer-facing and are the real growth engine and future of our organization. The ITCC Omnichannel & Cross Functional Services, the department is responsible for providing services for multiple channels across consumer and commercial experiences while ensuring our first line of defence and service excellence in the operations of these services and platforms. The Team’s focus is on providing seamless and consistent consumer and customer experiences across multiple channels and touchpoints through decomposition of common capabilities. 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 Direct, Indirect, and Omnichannel & Cross-Function Services. The Technology Resilience & Service Continuity Manager will be our champion in maturing our ITCC approach to service continuity. The role will be reporting to Manager IT Consumer, 1st Line of Defence and working under the 1LOD (1st Line of Defence) team. We are a very international team and currently spread across six cities worldwide: Lausanne is our head office and operating centre, and we have teams in London, Lisbon, Jakarta, Buenos Aires and Krakow. Role Summary Contributes strategic and tactical direction and consultation on Service Continuity initiatives. Acting as a central point of coordination/lead for all technology resilience attestation queries, in line with on-going remediation plans and to build go-forward front-to-back resilience standards. Identifies requirements, constraints, tasks and outcomes in project and operational planning activities. Implements the policies, procedures and standards to meet compliance responsibilities. Contributes to defining service-level agreements (SLAs) to ensure that security controls are developed, managed and maintained. Developing, maturing and embedding a testing cycle for applications and data recovery. Development of the recovery tiers (RTO & RPO) in line with system criticality for ECS and BCS for review and approval Work closely with our Solution Managers to identify continuity requirements using methods that may include risk and design resilient solutions, facilitating the implementation of protective and mitigating controls. Oversees risks assessments for high availability and disaster recovery Assessment of current DR and backup strategy for systems on premises, DEEP, IaaS or PaaS ensuring recovery timelines for our systems are in line recovery tiers agreed. Interacts with 3rd parties to review Disaster Recovery plans, provides input to business stakeholders regarding potential issues and risk. Assessment of SOC2 type 2 reports for the SaaS applications ensuring suppliers’ DR Testing are effective Support to the Solution Managers for the initial draft/review DR documentation and conduction of DR testing with our vendors (e.g., tabletop exercise or parallel testing if applicable). Perform QA review over DR testing results for the in systems ensuring results meet recovery tiers appointed to the in-scope systems and lesson learned are captured To agree and track action plans with Solution Managers all remediation plans for failures identified on the DR testing or during planning. To perform final review on DR documentation after completion of a DR testing, ensuring documentation is fully updated and posted in our central documentation repository. Deliver adequate awareness and training actions / sessions / communications 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. Essential Skills & Experience Experience executing a resiliency control framework within marketing and corporate sector. Good understanding of B2B and B2C technologies and market products, particularly from an operation risk perspective. Demonstrate, that you have experience in implementing, applying, and governing IT Service Continuity Management standards and procedures Familiar with IT & Cyber Security standards (e.g. NIST) Track record of running scenario tests for Important business services including scenario design, methodology and a consequence model for failed tests. Experience of evolving the testing framework from desktop scenarios to 'live' testing. Excellent stakeholder management and business engagement experience. Ability to manage workload to meet realistic targets and priorities, demonstrating a high-level of commitment and self-motivation, combined with enthusiasm and a genuine interest in resiliency. Ability to make pragmatic decisions by analysing highly sophisticated situations, assessing risks, and balancing strategic and tactical compliance/quality requirements. Ability to work well in diverse, multinational teams and proven track record to influence others to achieve positive outcomes. Strong presentation, communication & facilitation skills Strong analytical skills with experience in using data analytics tools (e.g. PowerBI) Able to operate optimally with little supervision. Desirable: Bachelor’s Degree in Information Systems or other related field, or equivalent work experience. 5 - 7 years of IT work experience related to the high availability, disaster recovery and/or business continuity functions. Professional certification related to IT Service Continuity from industry organization (CBCP, MBCP, etc) and/or other technical or managerial certifications (CISA, CISM, etc) strongly preferred. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request.