Sr Manager Tech Product Group Delivery Mgmt EUS

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and you will have the space to move your career forward in many different areas/directions. PMI’s journey to a smoke-free future implies a shift from a tobacco manufacturer to a science and technology-based consumer facing organization. Such a shift creates an abundance of unique and transformative IT projects to match all levels of skills and ambitions. You’ll feel like you’re working in a start-up – with the freedom to shape and define the future of digital, but with the support and scope of a vast global business.

PURPOSE OF THE JOB: Lead the end-to-end delivery, operational excellence, and continuous improvement of End User Services that enable PMI employees to work securely, productively, and collaboratively across devices, locations, and digital channels. The role ensures Product Teams deliver reliable employee-facing services with the right balance of business value, user experience, quality, speed, security, compliance, and cost efficiency.

TECHNOLOGY SCOPE / PORTFOLIO COVERAGE The role operates across End User Services Product Groups, coordinating delivery flow, lifecycle management, operational readiness, stakeholder alignment, and service reliability for globally used employee technology services. The scope includes:

• Modern workplace and digital employee experience: employee devices, endpoint management, software delivery, DEX platforms, workplace productivity, employee insights, and lifecycle services.

• Collaboration, productivity, and AI enablement: Microsoft 365, Teams, SharePoint, Copilot, Power Platform, collaboration platforms, content services, communication channels, automation, and productivity enablement.

• Workplace connectivity and access: remote access, workplace connectivity, identity and access-related service integration, and secure access to enterprise services.

• Service operations and support enablement: ITSM processes, support models, knowledge management, service desk enablement, vendor readiness, adoption, service performance, and continuous improvement.

• Security, compliance, and governance: endpoint and workplace controls, vulnerability and risk management, operational compliance, audit readiness, and alignment with security and infrastructure teams.

ACCOUNTABILITIES:

• Coordinate and enable roadmap execution for End User Services in partnership with Product Owners and Product Managers, ensuring initiatives, epics, dependencies, capacity, lifecycle activities, and delivery commitments are planned, tracked, and progressed against business and employee experience priorities.

• Provide clear delivery and service transparency through agreed tools and dashboards, covering progress, risks, blockers, dependencies, adoption, delivery health, service performance, and required management actions.

• Partner with Agile and Team Coaches to enable high-performing Scrum and Kanban teams, fostering continuous improvement and effective delivery practices.

• Act as a servant leader and delivery coach, promoting Lean-Agile, DevSecOps, continuous delivery, collaboration, accountability, and continuous learning across workplace product teams.

• Support Product Owners and Product Managers in backlog refinement, planning, and Product Group ceremonies with Architects, support teams, security, infrastructure, vendors, and market stakeholders.

• Improve delivery flow and service outcomes using Kanban systems, flow and DORA metrics, maturity assessments, value stream mapping, adoption insights, incident trends, and dependency management.

• Partner with Product Group Managers and Architects to balance employee value, usability, adoption, technical feasibility, security, compliance, supportability, cost, scalability, and long-term maintainability of workplace, automation, and AI-enabled productivity services.

• Act as Product Group Service Manager, accountable for service excellence, operational health, governance adherence, risk management, and compliance with PMI’s Ways of Working and IT Policy Framework.

• Oversee service management and operational readiness for employee-facing services, including incident, problem, change, access, vulnerability, SLA/OLA, reporting, root-cause analysis, CSI, documentation, support models, vendor readiness, and knowledge transfer.

SKILLS:

• University degree in Information Technology, Computer Science, Engineering, Business Management, or a related field.

• Equivalent professional experience in digital product delivery, technology delivery, Agile delivery, or service management may be considered.

• Significant experience leading delivery in End User Services, IT service delivery, or other employee-facing technology environments.

• Proven experience coordinating complex delivery across multiple Product Teams, support teams, security, infrastructure, vendors, and business stakeholders.

• Strong experience with Agile, Lean, Scrum, Kanban, DevOps, DevSecOps, continuous delivery, product operating models, and delivery performance metrics.

• Experience with workplace technologies such as Microsoft 365, Teams, SharePoint, Copilot, Power Platform, DEX platforms, endpoint management, software delivery, remote access, identity and access integration, employee portals, automation, and digital employee experience capabilities.

• Demonstrated experience with service management and operational excellence, including incident, problem, change, access, vulnerability, risk, SLA/OLA management, operational KPIs, adoption, and Continuous Service Improvement.

• Experience using delivery, portfolio, service, and reporting tools such as Jira, BigPicture, ITSM platforms, dashboards, Kanban boards, and value stream or maturity assessment mechanisms.

• Strong servant leadership, facilitation, coaching, stakeholder management, communication, and influencing skills in a global employee-facing technology environment.

• Ability to simplify complex workplace delivery and service challenges into clear plans, actions, risks, decisions, and improvement opportunities.

• Strong understanding of Product-Based Operating Models and the link between product delivery, service operations, employee experience, adoption, and continuous improvement.

• Analytical mindset with the ability to use delivery data, DEX insights, service metrics, adoption insights, Copilot and Power Platform usage signals, retrospectives, and operational trends to improve employee-facing services.

• Good understanding of workplace security, compliance, operational controls, risk management, audit readiness, and service reliability in enterprise technology environments.

• Relevant certifications such as SAFe, Scrum, Kanban, Agile Coaching, DevOps, ITIL, Microsoft, or equivalent are advantageous.

WHAT WE OFFER YOU? Permanent local contract with a competitive salary plus Tabaqueira’s employee benefit including:

• Life and Health insurance

• Employee Pension Plan

• Hybrid working model

• Growing opportunities within the Company, both at national and international level

• Possibility of development in both Controlling and Business Partnering areas

• Very diverse and international work environment

Please note that only on-line applications will be taken into consideration. No relocation package available.