IDT Service Manager

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry 
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

This role is part of the IT Function.

The Service Manager plays a crucial role in ensuring the effective delivery and management of IT services for a portfolio of applications or a group of end markets. This role is responsible for supervising supplier service levels, maintaining positive relationships with partners and 3rd party suppliers, and adhering to ITIL standards and commercial contracts.

Your key responsibilities will include:

• Responsible for supervising the performance of suppliers who provide IT services to the organization. They ensure that the services meet the required service levels as per the ITIL (Information Technology Infrastructure Library) standards and the terms defined in the commercial contracts.
• Leads all aspects of the day-to-day IT service operations for a specific portfolio of applications or a group of end markets. They ensure that services are delivered efficiently, incidents are promptly resolved, and service requests are handled optimally.
• Maintaining strong working relationships with partners, as well as 3rd party suppliers, is a critical aspect of the role. The Service Manager collaborates with various teams to understand their service requirements and align the services accordingly.
• Conducts regular service reviews to assess the performance of IT services and ensure they meet the encouraged service levels. They supervise key performance indicators (critical metrics) to identify trends and areas for improvement.
• Matching digital technologies which support the business objectives using a range of techniques such as eliciting & documenting requirements with partners, conducting rapid prototyping, producing business models, preparing cases, defining requirements and technology readiness assessments.
• Providing input to and/or assist in ensuring compliance with agreed standard methodologies, preparing account plans, budget proposals, resourcing plans and project plans, creation and maintenance of IT strategies.
• Identifying and raising issues impacting the execution of strategic / operational / project plans.
• Coordinating implementation of solutions – checking against the initial requirements.

What are we looking for?

• Bachelor’s degree or equivalent experience in Information Technology, Computer Science, Business Administration, or a related field is typically required. A master’s degree or equivalent experience can be an advantage.
• Certifications: Certifications such as ITIL (Information Technology Infrastructure Library), or other service management qualifications are highly beneficial.
• IT Service Management (ITSM): Extensive experience in ITSM practices, tools, and methodologies is crucial. Familiarity with ITIL standard processes is ofcrucialtial.
• Performance Monitoring Tools: Experience with tools used for supervising and reporting on service performance (e.g., ServiceNow).
• Partner Management: Ability to maintain relationships with key partners, including customers, senior management, and cross-functional teams.
• Fluent in English (written and verbal) is a must and communication Skills: Strong verbal and written communication skills for creating reports, presenting findings, and negotiating SLAs.
• Conflict Resolution: Skills in resolving conflicts and handling complaints effectively.
• Knowledge on Operations service including solutions Global TnT, Modern BATLeaf, Coupa, Kinaxis will be an advantage.

What we offer you?
•    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

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, colour, 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 (e.g. 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 here.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.