IT Service Manager – Global Travel Retail

PMI wants to work with the best talent available. Our diverse workforce of around 73,500 people speaks more than 80 languages. Our priority is to attract, support, and retain individuals from across the planet – no matter their age, gender, religion, or disability. Our people are our greatest strength, and we’re proud of our culture of openness and respect. We believe that this is a big part of what makes PMI such a great place to work.

Your ‘day to day’

As a service manager, you will oversee the main local IT application for Global travel Retail:

• Act as a key enabler of PMI’s IT service excellence program for Global Travel Retail
• Lead efforts to improve service resilience and minimize downtime for business-critical services
• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption
• Lead process adherence for incident, problem, and change management, focusing on driving improvements
• Manage service transition projects
• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented
• Maintain detailed service documentation, including incident reports, service requests, and change logs
• Oversee relationships with vendors, ensuring service delivery meets contractual obligations and quality standards
• Oversee vendor performance reviews and negotiations to enhance service quality and cost-effectiveness
• Generate detailed reports on service performance, highlighting key metrics and areas for improvement
• Conduct and analyze service performance trends and identify area for improvements
• Lead the design and implementation for continuous improvement initiatives
• Ensure compliance with global IT policies, regulations, and security standards for all services under management
• Provide leadership in audit and regulatory compliance efforts, coordinating across teams to ensure full adherence
• Ability to lead functional projects and act as a business partner for key business system stakeholders

Who we’re looking for

• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL certification required
• 7+ years of experience in IT, including min. 5 years in service management, with a focus on managing moderately complex services
• Experience with ITSM tools and managing incidents, service requests and changes
• Proven experience in vendor management, budget, and resolving escalated service issues
• 4+ years of experience supporting Finance, Supply chain or Data and Analytics streams from an IT perspective
• Excellent problem-solving and process improvement skills, with the ability to manage escalated incidents
• Effective communication and coordination skills, especially when dealing with vendors and senior management

How does this sound? If you are interested, go ahead and apply!

Key things to know before you apply:

If you have been in your current job for less than 12 months or if you are on a Performance Improvement Program, you must get the approval of your current manager before applying for the job.

PMI temporary and permanent employees who are employed and paid directly by PMI are eligible to apply for jobs posted on the Internal Careers Portal. If you are not a PMI employee, you are not eligible to search and apply for internal jobs. You are welcome to search and apply for external jobs at pmi.com/careers.

To find out more about eligibility to apply for internal jobs, please refer to the Open Sourcing Employee Guidebook on the Internal Careers Portal.

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