About PMI 

 

 

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 change comes huge opportunity. 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. 
 
Our journey to a smoke-free future is powered by technology. The transformation we’re undergoing means there are unique PMI Tech projects to match all levels of skills and ambitions – from global pilot programs to vital local initiatives. 

  

The Role 

 

The IT Service Manager – R&D is responsible for ensuring the delivery of stable, secure, compliant, and high-quality IT services that enable scientific research, regulatory activities, and product development workflows. Acting as the primary link between R&D stakeholders, IT delivery teams, and external vendors, the role ensures end to end service performance, alignment with business needs, and adherence to organizational governance standards. The IT Service Manager – R&D applies ITIL best practices and ensures that all services consistently meet organizational service quality and performance goals, to the quality services that support scientific research, regulatory activities, and product development workflows.  

  

 

HOW CAN YOU MAKE HISTORY WITH US? 

 

• Manage the delivery of IT R&D services, ensuring they operate efficiently and meet SLA targets. 

• Lead efforts to improve service resilience and minimize downtime for IT R&D services. 

• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption. 

• Act as the primary point of escalation for major incidents, ensuring quick and efficient resolution to minimize business impact. 

• Execute ITIL-based processes for incident, problem, and change management, ensuring consistency in service operations and resolution quality. 

• Assist in service transition process for new IT R&D Solutions 

• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented. 

• 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. 

• Maintain detailed service documentation, including incident reports, service requests, and change logs. 

• Generate detailed reports on service performance, highlighting key metrics and areas for improvement 

• Conduct and analyze service performance trends and identify area for improvements. 

• Contribute to continuous improvement efforts, proposing solutions to enhance service delivery, reduce incidents, and improve user satisfaction. 

• Ensure compliance with global IT policies (ITPF), regulations, and security standards for all services under management. 

• Provide leadership in audit and regulatory compliance efforts, coordinating across teams to ensure full adherence. 

 

 

WHO ARE WE LOOKING FOR? 

 

• Bachelor’s degree in Information Technology, Computer Science, or related field. 
• ITIL certification nice to have. 
• 3+ years of experience in service management or product management, primarily handling operational services. 
• Experience with ITSM tools (ServiceNow, Jira) and managing incidents, service requests, and changes. 
• Experienced in vendor management, budget, and resolving escalated service issues. 
• Understanding of ITSM frameworks with experience in incident management and service operation. 
• Excellent communication and organizational skills to manage service delivery and vendor relationships. 
• Analytical mindset for problem-solving and process improvement at the operational level. 

 

 

WHAT WE OFFER YOU? 

 

• Private medical and dental care, life insurance

• Subsidized meals

• Office or hybrid working model with flexible working arrangements

• Employee pension plan

• Multisport program

• Cafeteria with various benefits

• Free bike and car parking for all employees

• In this position you will earn no less that 13 732 PLN gross monthly 

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

• An inclusive, diverse culture where everyone’s contribution is respected

• Opportunities to grow within a global business with endless career paths

• The pride of delivering on our promise to society: to improve the lives of a billion smokers

 

 

Ready to join our transformation? Apply now and be part of something extraordinary. 

  

Additional information 

Relocation support is not available for this role. Only CVs in English will be considered. 

 

Please note that only on-line applications will be taken into consideration.

Each person who sends the application will receive information about its status.