Senior IT Service Manager (SuccessFactors Employee Central & SAP Fieldglass)

Working Pattern:Poland: Hybrid 8 days on-site per month Portugal: Remote work

At PMI weve chosen to do something incredible. Weve transformed our business and are building our future on one clear purposeto deliver a smoke-free future.

With huge change comes huge opportunity. So wherever you join us youll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions.

What Youll Do

• Manage SuccessFactors Employee Central and SAP Fieldglass operations ensuring service availability SLA compliance and operational efficiency
• Act as the primary escalation point for major incidents and drive service resilience improvements
• Manage incidents and service requests ensuring timely resolution and minimal business disruption
• Execute ITIL-based incident problem change and service transition processes
• Lead root cause analysis and implement preventive actions to improve service stability
• Manage vendor performance and contractual compliance
• Maintain service documentation and performance reporting
• Identify service improvement opportunities and drive continuous enhancements
• Ensure compliance with IT policies security standards and regulatory requirements
• Support audit and compliance activities with key stakeholders

Skills & Capabilities

• Bachelors degree in Information Technology Computer Science or a related field
• ITIL certification preferred
• 5 years of IT experience including 3 years in service management supporting SuccessFactors Employee Central
• SAP Fieldglass and SuccessFactors certifications are an advantage
• Experience with ITSM frameworks incidents service requests changes and service operations
• Experience in vendor management budget oversight and issue resolution
• Strong communication stakeholder management and collaboration skills
• Strong analytical and problem-solving capabilities
• Experience in system operations release planning and continuous improvement
• Expertise inleading technical teams including external vendors and contractors

Rewards & Benefits

• Private medical &dental care
• Life insurance
• Subsidized meals
• Employee pension plan
• In this position you will earn no less that: Poland: 21200 PLN gross/monthly Portugal: 5800 EUR gross/monthly

Relocation support is not available for this job

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these principles in this job offer or the recruitment process you may contact our Ethics and Compliance Team at. Read more about Ethics&Compliance at PMI here