IT Service Manager

7 godzin temu

Warszawa, Mazovia, Polska British American Tobacco Pełny etat
Job Title: IT Service Manager

British American Tobacco is seeking an experienced IT Service Manager to join our team in Warsaw. As a key member of our IT organization, you will be responsible for managing services across pillars, ensuring the fulfillment of services as per Service Level Agreements (SLAs), and driving improvement plans via Service Reviews.

Key Responsibilities:
  • Manage services across pillars, ensuring the fulfillment of services as per SLAs, and driving improvement plans via Service Reviews.
  • Act as the first point of escalation and focus for any End User Services engagement activities in the region.
  • Delegate Service Line Owner of the region for identity services, global service desk, incident & crisis management, and workplace technology.
  • Monitor and ensure compliance for audit items related to IDT Services processes.
  • Manage and enforce Incident Management process and Blocking issue for the Region and be the point of contact for the business and vendor for support required for the JML and IAM service.
  • Participate and manage incidents related to JML and IAM services for Z2 and effectively handover to Z1 for unresolved cases.
  • Lead projects and initiatives across the region and ensure proper handover through the execution of the Service Transition.
  • Act as the DRBU representative across various global, regional, and project forums to drive towards common outcomes that are also fit for purpose in the end markets.
  • Drive exploitation of opportunities for digital acceleration and transformation in the region through collaboration with the respective enablement and excellence teams in the Tech Hubs.
  • Review and report service performance against SLAs and Operational Level Agreements (OLAs) across IDT services consumed in the region, driving service reviews and improvement activities across geographies and functions in the region.
  • Manage the commercial and operational relationships for all local vendors and monitor, analyze, and report service performance against SLAs and OLAs across IDT services consumed in the end market in Zone 2.
  • Support the planning, assessment, and execution of business releases and changes for key applications and infrastructure at a regional level.
  • Manage BAU services for End User Services and Global Service Desk to ensure suppliers deliver and meet contractual SLAs and obligations.
  • Support the availability of JML, IAM, Directory Services infrastructure services by working with relevant vendors in resolution or incident management processes.
Requirements:
  • Practical knowledge of ITIL methodology.
  • Good communication skills: oral, written, presentation, facilitation.
  • A good understanding of the organization's services provided and customers/users.
  • A good understanding of the organization's business and how IT contributes to it.
  • Innovative thinking with service quality and its improvement within limits of costs and business direction.
  • Credibility and trust; ideally has earned the respect of IDT managers and other business managers at all levels.
  • Relationship management and conflict resolution skills.
  • The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues.
  • Excellent command in O365.
What We Offer:
  • A market-leading annual performance bonus (subject to eligibility).
  • A 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.
  • Access to online learning platforms and personalized growth programs to nurture your leadership skills.
  • A transformative environment, preparing for ongoing changes.
Why Join BAT?

We're one of the few companies named as a Global Top Employer by the Top Employers Institute - certified in offering excellent employee conditions. Collaboration, inclusion, and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, color, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives, and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (time out caring for family, parental leave, national service, sabbatical, and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award-winning employee experience.

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