Manager IT Service Integrator - Operations

Be a part of a revolutionary 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. We are looking for a Manager IT Service Integrator - Operations who will be responsible to lead the management of service integration team and oversee end-to-end IT service management of IT Operations Function in PMI, whilst ensuring that the services consistently meet the business objectives and requirements for performance, quality, cost and assurance under Fully Managed Services (FMS) contract.

Your ‘day to day’

1. Lead platform managed IT Services and point of contact-discussion-escalation from global market and IT Platform
2. Govern the performance of services provided by vendors by ensuring the fulfillment of Services and Operation Level Agreements, streamline pipeline and timely service performance review
3. Accountable in ensuring all agreed IT policies and system controls are adhered to, followed and reviewed including the documentation required and accountable for facing critical system audit process
4. Accountable for continuous service initiatives and transformation to improve quality and cost
5. Managing all levels/related service stakeholders (Leadership team to operational level) and be the point of escalations for major incident and service degradations
6. Resolve any disagreements amongst the team or with service provider which may hamper overall service performance
7. Coach and develop Service Integrators, Service Manager and Service Providers in order to provide better quality of services
8. Measure, track, and review team objectives, progress and accomplishments

Who we’re looking for

• Require a minimum of Bachelor’s degree or Master's degree, preference from Information Technology or related major.
• Minimum of 7-10 years of experience in Information Technology Infrastructure Library or ITIL Based Service Management practices, with in-depth understanding of industry practices and international standards
• Strong knowledge and deep understanding of IT Infrastructure Library offerings (ITIL 4)
• Strong knowledge and deep understanding of ITSM – Information Technology Service Management
• Strong understanding or experience in the following: Service Integration, Vendor Management, Operational risk and resilience, Financial Budgeting, Business Process improvement methods as well as risk related control frameworks and practices
• Showing high resiliency, adaptability and flexibility - especially since this role will be dealing with stakeholders from different regions and time zones
• Excellent communication and negotiation skill, showcasing ability to communicate with senior management and various stakeholders
• Fluent in English both written and verbal - need to interact with international/global team on a daily basis
• Having technical proficiencies such as (AWS, SQL, programming logic) is an advantage

What we offer

Our success depends on our talented 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:

1. Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
2. 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.
3. Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
4. Take pride in delivering our promise to society: to deliver a smoke-free future

To join our growing team…