IT Service Level Manager

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

The Service Level Manager (SLM) is responsible for ensuring that all IT services meet the agreed-upon service levels and performance standards. This role involves managing Service Level Agreements (SLAs), supervising service performance, and working closely with both internal teams and external vendors to ensure high-quality service delivery. The SLM will play a crucial role in aligning IT services with business objectives and customer expectations.

The position requires strong alignment with ITIL best practices, COBIT governance principles, and industry performance benchmarks. The SLM is also a key agent in driving continuous improvement, digital transformation, and the innovation of user-centric services.

Your key responsibilities will include:

• Develop, negotiate, and handle SLAs with internal and external partners and supervise and report on service performance against SLAs.
• Conduct regular reviews of SLAs to ensure they remain relevant and aligned with business needs.

• Maintain a centralized and accessible Service Catalogue and being responsible for ITSM governance, for example, incident, change, problem and transition management.

• Use data-driven insights to predict and prevent potential service disruptions and analyze service performance and structured root cause analysis data to identify trends and areas for improvement.
• Manage capacity and delivery plan (internal and external teams)
• Act as the primary point of contact for all service-related issues and escalations and communicate service performance and improvement plans to partners.
• Lead initiatives to improve service delivery processes and enhance customer satisfaction and promote user-centric innovation and stay updated with industry standard methodologies and emerging trends in IT service management.
• This position needs to manage all the running cost of IT, always looking for saving opportunities, cost avoidance and other ways to bring efficiency. Also responsible for IT Services project budget.

What are we looking for?

• Minimum of 10 years of experience in IT service management or a related role.
• Proven track record of managing SLAs and improving service delivery in a large organization and demonstrated success in managing SLAs, dashboards, vendor relationships, and governance reporting.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively with cross-functional teams and manage multiple partners.
• Advanced English verbal and written; Spanish it´s a nice to have.
• Experience Level Management (XLA) skills to improve user experience levels and ensure smooth operations and strategic mentality with focus on innovation, agility, and experience management.

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.