Sr Manager Tech Service Management US

Senior Manager Tech Consumer Management US - Tampa, FL

At PMI U.S., we are building a modern nicotine business - focused on helping make a future without cigarettes a reality in America. As the U.S. businesses of Philip Morris International, we are investing in new products, science, and capabilities to provide the approximately 25 million legal age adults who still smoke with better alternatives.

Our approach is rooted in innovation, responsible marketing, and a growing U.S. footprint that spans manufacturing, technology, and commercial operations across the country.

That creates real opportunity. You'll have the space to take ownership, develop new ideas, and contribute to work that is shaping our business and the category. We're looking for people who are curious, collaborative, and motivated by progress - because the scale of what we're building creates room to grow in different directions.

The Senior Manager Tech Service Management provides strategic leadership and governance for Service Management practices across a designated platform, region, or business function. Specifically, this role is focused on managing a portfolio of applications, the governance and service management for the scope of US applications. This role is accountable for establishing, governing, and continuously improving the Service Management operating model, ensuring consistent adoption of standards, processes, metrics, and controls across all service delivery teams.

Acting as the bridge between platform leadership, service teams, product organizations, vendor management, and central service management functions, the Senior Manager for Service Management drives operational excellence, standardization, service performance, governance compliance, and continuous improvement. The role ensures that Service Management capabilities effectively support business objectives while fostering a customer-centric, data-driven, and continuously improving service culture.

• Define and execute the Service Management strategy in alignment with PMI Service Excellence objectives and technology priorities.
• Establish and evolve the Service Management operating model across supported platforms and regions.
• Align business priorities, technology services, and operational capabilities.
• Promote a culture of operational excellence, accountability, customer focus, and continuous improvement.
• Lead, mentor, and develop Service Management professionals and teams.
• Own the governance framework, policies, standards, controls, and operating procedures for Service Management.
• Drive consistent adoption and standardization of Service Management practices across the organization.
• Define service maturity targets, improvement roadmaps, and performance expectations.
• Establish governance forums, performance reviews, compliance oversight, and reporting mechanisms.
• Provide governance and oversight for Incident, Major Incident, Problem, Change, Knowledge, Service Level, Service Continuity, Vendor, and related ITSM processes.
• Monitor process effectiveness, compliance, and operational performance across service teams.
• Drive process maturity through ITIL-aligned best practices, automation, and continuous improvement initiatives.
• Identify and address process inefficiencies to improve operational effectiveness and user experience.
• Establish and govern service performance frameworks, KPIs, SLAs, OLAs, and operational metrics.
• Monitor service performance, operational risks, trends, and improvement opportunities across supported services.
• Lead service reviews and provide executive-level reporting, dashboards, and actionable insights.
• Oversee the management of major incidents, recurring issues, service disruptions, and corrective actions.
• Drive initiatives that improve service reliability, availability, resilience, quality, and customer experience.
• Ensure business continuity and service resilience practices are embedded across supported services.
• Ensure compliance with corporate governance, security, risk, regulatory, contractual, and organizational requirements.
• Oversee audits, assessments, compliance reviews, and remediation activities.
• Partner with Security,…