IT Service Manager

BAT is evolving at pace into a global multi-category business. 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!

Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

Your key responsibilities will include:

• Analyses and reviews Service Performance against the SLAs and OLAs,  including Service Improvement Plans.
• Maintains the regular performance review process with both the IDT Customer and Service Provider.
• Responsible of compliance topics: IT controls, attend internal/external audits and security remediation plans.
• Coordinates and support troubleshooting.
• Initiates any actions required to maintain or improve performance and stability.
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Acts as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.).
• Ensures that appropriate changes are assessed for their impact on service levels.

What are we looking for?

• Good communication skills (Spanish and English): oral, written, presentation, facilitation.
• ITIL knowledge beyond theory.
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels.
• Ability to work under pressure, handle stressful situations in a calm manner and 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.
• A good understanding of the organization’ 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.

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.