Senior Business IT Service Manager - Consumer Experience at Philip Morris International

The Senior IT Service Manager works closely with our Consumer Experience (CX) function to develop and own the standard methodology regarding all client interfacing technology, including full project management, consumer technology processes, services, software, and data management.

Your 'day to day'

• Drive strong business alignment by collaborating with local/global digital departments to ensure IT B2C is considered in all relevant business initiatives/projects.
• Solve business problems by carrying out proof of concepts, projects, etc. with innovative approaches and project methodologies such as FastForward, Agile, SCRUM, Design thinking, etc.
• Co-lead major Philip Morris International (PMI) projects in the CX area through the provision of digital platforms that support the customer journey.
• Apply project management, organisational change, service management methodology, and usability practices based on known solutions, applications, and good practices to ensure standard alignment.
• Ensure that measures to improve quality and reduce risk are implemented in projects, such as risk analysis, impact assessments, needs assessments, financial analysis, test planning and execution, and contingency and deployment plans.
• Acquire functional and technical knowledge of business and IT processes in Reduced Risk Products (RRP) and Analytics systems to ensure that day-to-day activities and business projects are supported effectively.
• Ensure an excellent service is provided to business functions and drive continuous improvements in the Reduced Risk Products (RRP) & Analytics system focusing on vendor management and system integration.
• Assist PMI in its vision of becoming a data-driven company by focusing on data flows across all B2C and B2B systems, for example, by understanding the source of all RRP-related data, the various system interfaces, and the meaning of significant data.
• Lead the delivery of all project outcomes related to Philip Morris Southern Africa strategy as an IT project manager for all components in scope, including integration tasks and data migration, working closely with all technical product owners at PMSA as well as a local business, particularly the digital stream, global functions, and third parties.
• Support IT auditing and controls activities
• Act as a service manager for Consumer Experience services
• Enhance the current Run & Support model and service management/organisational change strategy, including continuous service improvement for IT-related incidents/changes
• Look into "lower-value" daily activities in your responsible area (e.g., CRM, DCS), document them, and outsource them to third parties
• Drive strong business alignment by collaborating with local/global digital departments to ensure IT B2C is considered in all relevant business initiatives/projects.
• Solve business problems by carrying out proof of concepts, projects, etc. with innovative approaches and project methodologies such as FastForward, Agile, SCRUM, Design thinking, etc.
• Co-lead major Philip Morris International (PMI) projects in the CX area through the provision of digital platforms that support customer journey.
• Apply project management, organisational change, service management methodology, and usability practices based on known solutions, applications, and good practices to ensure standard alignment.
• Ensure that measures to improve quality and reduce risk are implemented in projects, such as risk analysis, impact assessments, needs assessments, financial analysis, test planning and execution, and contingency and deployment plans.
• Acquire functional and technical knowledge of business and IT processes in Reduced Risk Products (RRP) and Analytics systems to ensure that day-to-day activities and business projects are supported effectively.
• Ensure an excellent service is provided to business functions and drive continuous improvements in the Reduced Risk Products (RRP) & Analytics system focusing on vendor management and system integration.
• Assist PMI in its vision of becoming a data-driven company by focusing on data flows across all B2C and B2B systems, for example, by understanding the source of all RRP-related data, the various system interfaces, and the meaning of significant data.
• Lead the delivery of all project outcomes related to Philip Morris Southern Africa strategy as an IT project manager for all components in scope, including integration tasks and data migration, working closely with all technical product owners at PMSA as well as a local business, particularly the digital stream, global functions, and third parties.
• Support IT auditing and controls activities
• Act as a service manager for Consumer Experience services
• Enhance the current Run & Support model and service management/organisational change strategy, including continuous service improvement for IT-related incidents/changes
• Look into "lower-value" daily activities in your responsible area (e.g., CRM, DCS), document them, and outsource them to third parties

Who we're looking for

• Completed Relevant Computer Sciences, Information Systems, and /or Business Degree is required
• A minimum of 8-15 years of IT service and data management experience.
• Agile Certification (Agile PM, Scrum, etc.) is required
• ITIL v4 and COBIT certification is requirement
• Minimum 4 years of experience managing IT Projects within a consumer space is crucial
• Application lifecycle management
• Team/People management experience is required
• Strong ability to communicate and build great relationships
• Proven experience in coaching and guiding teams in a matrix environment to lead, develop and retain high-performing teams
• Experience with collaborating with cross-functions and leading 3rd party suppliers is key
• Experience in FMCG or banking environment is preferred
• Advantage - proven experience in data management

Other Key Requirements

• A strong understanding of system integration, Vendor Management, Operational risk and resilience, Business Process improvement methods as well as risk-related control frameworks and practices
• Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders
• Proven track record in fast-paced, sometimes ambiguous environments
• Excellent communication and collaboration skills, as well as the ability to deliver presentations to large groups
• Analytical thinking with curiosity to learn the products and analytics ecosystem
• Strong leadership and mentoring skills, positive and supportive attitude toward others
• A strong understanding of data flows, data sources, system integration