IT Service Manager

IT Service Manager

Be a part of a revolutionary change  

Times are changing at PMI. We’ve chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business and building our future on one clear purpose – to deliver a smoke-free future.  

This transformation will revolutionize every area of our business. The products we sell. Where we sell them. How they’re manufactured and delivered. The way we talk to our customers and engage with society.  

It’s the perfect place to start your career. As you take your first steps, you’ll have the backing of a multinational business combined with the freedom of a start-up. You’ll bring a positive mindset and fresh perspective to projects that can make a huge difference to so many.    

Roles and Objectives 

As a IT Service Manager, you will be responsible for managing moderately complex services that are essential to business operations. You’ll focus on optimizing service delivery, managing escalated incidents, and ensuring alignment with SLAs. You’ll also lead vendor negotiations and drive continuous service improvements.

Your Responsibilities

- Manage the delivery of moderately complex services critical to business functions

- Lead efforts to improve service resilience and reduce downtime

- Coordinate resolution of routine incidents and service requests

- Act as the primary escalation point for major incidents

- Ensure adherence to incident, problem, and change management processes

- Manage medium-scale service transition projects

- Support other IT Service Managers on operational best practices

- Conduct root cause analysis and implement preventive measures

- Oversee vendor relationships and ensure compliance with contractual obligations

- Lead performance reviews and negotiate improvements in service quality and cost

- Maintain detailed service documentation and logs

- Generate performance reports and identify improvement areas

- Lead continuous improvement initiatives for moderately complex services

- Develop data-driven reports for executive stakeholders

- Ensure compliance with global IT policies, regulations, and security standards

- Lead audit and regulatory compliance efforts across teams

Who we’re looking for:

- Bachelor’s degree in IT, Business, or a related field.

- ITIL certification as a plus

- 4+ years in IT service management, with experience in complex, multi-service environments.

- Proven ability to coordinate external service providers and drive service improvements.

- Strong knowledge of ITSM processes, service integration, and vendor management.

- Innovation mindset.

- Excellent communication, stakeholder engagement, and problem-solving skills.

- Fluent in English

Type of contract: Permanent 

Work location: Crespellano, Bologna 

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:   

• Seize the freedom to shape your future and ours. We’ll empower you to take risks, experiment and explore.   

• 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 to society: to deliver a smoke-free future.   

PMI is an Equal Opportunity Employer.