Support & Operations Manager

2 tygodni temu

Warszawa, Mazovia, Polska JTI GBS POLAND Sp. z o.o. Pełny etat
responsibilities :

- Reporting:
- Preparing reports on operational performance, including benchmarks against industry standards or best practices.
- Work closely with service providers to provide overall visibility on all key areas of managed applications and services.
- Propose and improve reporting layer using JTI reporting tools.
- SLAs and KPIs:
- Monitor service levels and performance metrics to measure IT Service Catalog team effectiveness and productivity.
- Provide accurate reports and metrics for management reporting.
- Drive pro consumer & customer initiatives and activities through KPI & SLA setup, to reduce time to resolution, reduce number of incidents etc.
- Work with Support teams to make sure SLA's are kept and MTTR is reduced to minimum.
- Continuous improvement:
- Proactively identify potential improvements to DES support and operations. Evaluate possible solutions and implement the required changes in collaboration with the other team members and external providers.
- Ensure optimal operational efficiency at lowest cost through delivery of targets against the strategic objectives of the function: Security, Quality, Cost, Delivery and People.
- Have deep understanding of the processes and systems in place and the ability to identify areas of improvement.
- Analyzing data to identify operational trends and opportunities for improvement.
- Processes governance:
- Act a an owner of Support processes.
- Define and perform regular audit reporting to monitor the processes health, exceptions and master data consistency.
- Business Relationship Management:
- Develop relationships & work directly with the Market Success Management team & Service Delivery teams, DES Product Managers (where required) to understand their needs & priorities as well as share industry trends & supplier product roadmaps to ensure delivery of timely & quality solutions that are aligned with our IT Strategy.

requirements-expected :

- University Degree in Computer or Technical Science or strong IT and Process background.
- +3 years of IT experience, ideally in IT operations.
- Experience working closely with leadership levels and cross-functional partners to influence key business decisions.
- Excellent understanding and knowledge of JTI IT processes, services, policies and procedures.
- Experience in process improvement and implementation using lean methodologies.
- Sound knowledge and experience with project coordination.
- Fluent English (written and spoken).

offered :

- Competitive pay and attractive annual bonus
- On-going development opportunities in multinational environment, wide variety of projects, ambitious goals and independence in achieving them. Promoting from within culture
- Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work)
- Lot of flexibility in terms of work arrangements (work from office or from home)
- Private medical care (various options to choose) and life insurance
- Employee pension and savings programs
- JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave
- Multisport card, foreign languages classes
- Wide variety of trainings, webinars and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria)
- Modern office with traditions (Art Norblin Factory) in convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking
- Working in a diverse and inclusive organization of 43 different nationalities

benefits :

- sharing the costs of sports activities
- private medical care
- sharing the costs of foreign language classes
- life insurance
- remote work opportunities
- flexible working time
- retirement pension plan
- no dress code
- coffee / tea
- leisure zone
- JTI Family Leave Benefit - additional paternity leave
- Anniversary awards
- JTI Benefit Platform

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