Manager IT Consumer, Site Reliability London, United Kingdom Information Technology

Be a part of a revolutionary change!

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 improve the lives of a billion smokers worldwide.

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 the space to move your career forward in endlessly different directions.

PMI’s journey to a smoke-free future is fueled by technology.

The total transformation we’re going through means that there are unique IT projects here to match all levels of skills and ambitions – from pace-setting global pilot projects to vital local updates. Whether you want to pursue a personal passion or build an international career, there’s space here to develop in any number of directions.

The Department
Our team is part of the wider IT Consumer & Commercial (ITC&C) function responsible for designing, building, running and improving business solutions and services globally. The technologies we are interested in range from omnichannel, commerce, digital marketing, social media and trade, both within a B2C and B2B context – all of our solutions are consumer-facing and are the real growth engine and future of our organization.

The Operations & Platform Services (O&PS) department is responsible for the run and sustain of business solutions as well as the design, build and run of all core platform technologies that underpin all technology services. We are fully accountable for the core cloud infrastructure, production operations, platform management, delivery tooling, environments, site reliability, service delivery, operational readiness and continuous improvement of our landscape.

In 2019 we joined forces with Infosys to help us deliver L1 24x7x365 services and L2 application support and we continue to enjoy a great relationship with Infosys who help us run things while we focus on automation, project delivery and bringing cool new technology to help solve business problems. Our customers are two-fold as we help delivery teams to accelerate by providing stable technology enablement solutions and support our affiliates who consume the technology we centrally deliver.

In total, we serve around eighty-nine affiliates worldwide who use a mixture of B2C and B2B technology and enable delivery teams in Consumer, Commercial, IoT and Global Communications. It’s a very busy department, but we luckily get involved in the most exciting projects with lots of innovative technology.

We’re customer-obsessed to the core and everything we build or run or service, we put everything into making it simple, easy-to-use and efficient. We’re a very international team and currently spread across seven cities worldwide: Lausanne is our head office and operating centre, London is our main operational hub, Lisbon is our primary engineering centre, and we have people in Jakarta, Manila, Buenos Aires and Krakow. Our colleagues in Infosys work out of the delivery centres in Hyderabad and Mohali and our other technology delivery vendors are based predominantly in Continental Europe.

Role Summary:
We’re looking to appointment a leader responsible for the Site Reliability Engineering function with accountability for the plan, build and run of all operational systems including our monitoring, alerting, logging, delivery, and cloud infrastructure.

With responsibility for the production systems the Head of Site Reliability Engineering will work closely with colleagues in product and delivery teams to ensure technologies and services are delivered into the production environment effectively in a scalable, secure, robust, and repeatable way. This leader will establish a new engineering function with the first task of hiring a team of engineers and architects to ultimately deliver and assure reliability across all operational and business applications consumed across around eighty-nine countries worldwide using cloud technologies based on AWS, Salesforce, SAP Hybris, and Adobe stacks.

Working closely with the Heads of Service Delivery, Automation Engineering, Operational Excellence and a member of the Operations & Platform Services Leadership Team – this leader will design and deliver the reliability strategy driving significant improvement to availability, capacity, and continuity indicators with a focus on SLI and SLO development.

The Role Responsibilities:

• Design authority and technology lead for all operational technology platforms driving improvement and right-sizing services for consumption by our customers
• Accountable for the availability, uptime, and continuity of all technologies across IT Consumer & Commercial
• Automation and Operation of all platforms and ecosystems to make them reliable, stable, secure, and elastic
• Partner with product and delivery teams to improve service reliability through the development and integration of automated testing and release practice
• Strategizes based upon an end-to-end view of the operational and production landscape implementing automation and technology change to drive reliability and service indicators
• Build the observability practice and work with service, governance, technical and operational teams to integrate this framework into day-to-day workings
• Recruitment and leadership of an expert-level team of reliability engineers and architects
• Definition and delivery of the technology, service, and improvement roadmap for all operational systems
• Represent IT Consumer & Commercial in the wider technical communities promoting practical and best-in class technologies and ways of working to drive PMI’s overall improvement
• Deputize for the Operations & Platform Services Director when required, driving and contributing to the leadership community of PMI IT

The Person Criteria:

• Demonstrable and deep experience leading a Site Reliability function in a global context
• Expert in Amazon Web Services technologies with deep experience of integrating these within a hybrid SaaS, PaaS, and IaaS environment
• Lean Agile champion with experience leading teams applying different methodologies and work patterns. Has implemented successfully within a DevSecOps culture and helped to drive this as part of a community of practice
• Outstanding problem-solving, debugging, and technical skills gained through progressively more complicated roles and technical environments
• Experience in designing and delivering technology based upon clearly defined SLIs and SLOs
• Deep experience in monitoring, alerting, logging and cloud infrastructure technologies
• Inspirational people leader comfortable leading multi-functional, culturally diverse teams in an international environment. Must be a capable and effective influencer that truly believes in servant-leadership
• Customer-first approach with a steadfast focus on iterative delivery
• Automation-first mindset with experience in reducing complexity and simplifying processes
• Outstanding communication skills tailoring messages, data and insights specific to different audience segments. Must have a profoundly good command of the English language and excellent writing skills

Finally, we can only accept candidates who have the existing right to work in the UK. PMI will not provide visa sponsorship for this position.

What we offer:
Our success depends on the people who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours – we’ll empower you to do things differently, experiment and explore
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress
• Take pride in delivering our promise to society: to improve the lives of a billion smokers