Philip Morris International (PT HM Sampoerna Tbk)

Indonesia, DKI Jakarta

Consumer Products/FMCG

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Tech Service Sr Specialist

Experience Staff

Full-Time

Working Mode : WFO

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Job Responsibilities

Own and manage the end-to-end lifecycle of assigned IT services, ensuring service performance, availability, reliability, security, and compliance requirements are consistently met.
Partner with business stakeholders and product teams to understand evolving business needs, translate requirements into service improvements, and ensure services remain fit for purpose.
Monitor service health, operational performance, and key service metrics; drive the resolution of service issues and provide regular reporting and insights to business and IT leadership.
Execute and govern ITIL-based processes, including Incident, Problem, Change, Service Request, and Knowledge Management, ensuring consistent service operations and quality outcomes.
Manage relationships with internal support teams, external vendors, and service providers, ensuring delivery commitments, operational performance, and contractual obligations are achieved.
Ensure assigned services comply with applicable security, risk, governance, and regulatory requirements, partnering with relevant teams to address identified gaps and remediation actions.
Drive continuous service conformance by overseeing vulnerability management, risk and control remediation, audit findings, compliance obligations, and operational issue resolution to maintain a secure and compliant service environment.
Support IT service continuity, resilience, and disaster recovery planning activities, ensuring critical services can be recovered and restored within agreed business expectations.
Collaborate across IT functions, product teams, and business units to manage service dependencies, coordinate major issue resolution, and drive alignment between operational and strategic objectives.
Lead service reviews and continual improvement initiatives, identifying opportunities to enhance user experience, reduce recurring issues, improve operational efficiency, and increase customer satisfaction.
Maintain service documentation, operational procedures, knowledge articles, and training materials to support sustainable service delivery and effective knowledge retention.
Partner with the Service Orchestration Office (SOO) and global service management teams to implement enterprise service standards, contribute to continuous improvement initiatives, and provide market feedback to influence the evolution of policies, controls, and operating practices where appropriate.
Contribute to service roadmap planning and technology modernization initiatives, supporting the evolution of services in line with business priorities and enterprise technology strategy.
Oversee service onboarding, transition, and decommissioning activities, ensuring appropriate operational readiness, support models, documentation, and knowledge transfer are established.

Job Requirements

Minimum a Bachelor's Degree or strong professional background in a technology-related field, with a solid understanding of IT Service Management principles and practices. ITIL, COBIT, or similar certifications are an advantage.
At least 5 years of experience in IT Service Management, Service Delivery, Application Support, or a related field, preferably within multinational FMCG, pharmaceutical, or similarly complex organizations.
Strong stakeholder management, collaboration, and communication skills, with the ability to translate technical concepts into business outcomes and communicate effectively with both technical and non-technical audiences.
Proven experience leading change, driving continuous improvement initiatives, and influencing cross-functional teams, vendors, and stakeholders to achieve desired outcomes.
Hands-on experience managing business-critical applications and services across diverse technology landscapes (e.g., AWS, SaaS, cloud-native, and in-house applications).
Good understanding of IT risk management, controls, vulnerability management, security compliance, and operational governance practices.
Strong business acumen, leveraging data, metrics, and analytical thinking to identify opportunities, support decision-making, and improve service outcomes.

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