IT Service Delivery Manager

3 tygodni temu

Warszawa, Mazovia, Polska BAT DBS Poland Sp. Z O.o. Pełny etat

Job Title: IT Service Delivery Manager



As an IT Service Delivery Manager at BAT DBS Poland Sp. Z O.o., you will be responsible for overseeing the End User Services Operations in the Region, ensuring seamless, efficient, stable, compliant, and secure End User Services Operations. This includes Global Service Desk Operations, Incident & Crisis Management, End User Computing, and Identity and Access Management.



The ideal candidate will have a minimum of 5 years' experience in IT Service Management, with deep experience in ITSM tools for service management, performance monitoring, and reporting. Practical experience and knowledge of ITIL are also essential. Excellent communication and stakeholder management skills are required, as well as the ability to learn quickly and achieve a deep understanding of the underlying technologies of the relevant services.



We offer a market-leading annual performance bonus and a range of benefits, including diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan. You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills.



Key Responsibilities:




  • Acting as delegated Service Line Owner of the Region for respective service lines within the End User Services Operations
  • Handling End User Services Operations in the Region according to SLAs
  • Monitoring and reporting on regional End User Service Operations performance and IDT Services KPIs
  • Driving Regional Service Reviews with and BAT and 3rd party suppliers addressing Service Performance and Continual Improvement activities
  • Supporting any End User Services activities according to the \"Follow the Sun\" global operating model
  • Driving regional activities related to projects and initiatives of End User Services Operations
  • Driving exploitation of opportunities for digital acceleration, standardization, simplification, and transformation in the Region through collaboration with the respective enablement and excellence teams in the Tech Hubs


Requirements:




  • A minimum of 5 years' proven track record of experience in any relevant fields of IT Service Management
  • Deep experience with ITSM tools for service management, performance monitoring, and reporting
  • Practical experience and knowledge of ITIL
  • Excellent command in O365
  • Ability to learn quickly and to achieve a deep understanding of the underlying technologies of the relevant services
  • Good stakeholder management, including customers, senior management, cross-functional teams, and suppliers
  • Analytical skills, innovative thinking, and a growth mindset
  • Excellent communication, presentation, and facilitation skills in English (both oral and written)
  • ITILv3 or v4 certification represents an advantage
  • Deep experience with Service Now ITSM tool represents an advantage
  • Track record of technical and / or managerial experience in any of the relevant services, represents an advantage


Benefits:




  • We offer a market leading annual performance bonus (subject to eligibility)
  • Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
  • Your journey with us isn't limited by boundaries; it's propelled by your aspirations
  • Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together
  • Seize the opportunity and own your development; your next chapter starts here
  • You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
  • We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
  • Benefits include sharing the costs of sports activities, private medical care, life insurance, remote work opportunities, flexible working time, fruits, integration events, no dress code, coffee / tea drinks, parking space for employees, leisure zone, extra social benefits, holiday funds, redeployment package, employee referral program, and charity initiatives


About Us:



At BAT DBS Poland Sp. Z O.o., we're committed to creating a world where our employees can thrive. We offer a dynamic and supportive work environment that allows our employees to grow and develop their skills. We're passionate about our work and strive to make a positive impact on our communities.



How to Apply:



If you're a motivated and experienced IT Service Delivery Manager looking for a new challenge, please submit your application. We can't wait to hear from you

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