IT Service Specialist (m/f/d)

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!

We are seeking a skilled and motivated IT Service Specialist to join our team based in Hamburg. This mid-level role is an excellent opportunity for a professional with hands-on experience in IT Service Management (ITSM) and emerging technologies to contribute significantly while developing their career. The role is at junior management level and offers a clear path for growth and leadership opportunities.

This role is responsible for executional, co-ordinational and organizational tasks in accordance with the IT processes defined in Global Operating Model which should be executed at DACH cluster level. Sitting at the centre of IT services team, the role will coordinate between IT, local finance teams, global support teams as well as other IT teams in CE region and local suppliers in each country of cluster to ensure that services are maintained and delivered as per agreed SLA.

Your key responsibilities will include:

• Ensure the IDT services are getting delivered through defined compliant standard processes and service levels are maintained to meet the IDT strategic pillars.
• Drive projects defined in portfolio and ensured deliverables are handed over as per defined requirements.
• Translate business requirements into system enhancements and deploy scalable, reliable solutions to meet functionality and performance needs.
• Support the development of end-user technology projects, including collaboration services, to improve employee productivity and user experience.
• Ensure governance, security, and compliance standards are enforced in platform development and other IT projects.
• Collaborate with stakeholders to deliver scalable IT solutions that align with business objectives and drive service excellence.
• Configure and support ITSM modules (Incident, Problem, Change, Request Management) and service catalogues, ensuring effective management of IT service level agreements (SLAs) by defining, monitoring, and analysing performance metrics.
• Implement automation and process improvements to enhance ITSM workflows and user interfaces, focusing on intuitive service portals to improve operational efficiency, user engagement, and satisfaction.
• Monitor and measure the service level KPIs and perform monthly service reviews with suppliers and partners.
• Ensuring that ITSM processes and KPIs, OLA, SLAs and underpinning contracts are in place to meet target service levels. 
• Engage with regional and area IT teams for service improvements and change managements.

What are we looking for?

• IT related degree and education background; ITIL and Project Management certification would be an advantage.
• Solid experience in managing and coordinating projects in cross-functional environment.
• Deep understanding of IT processes according to ITIL framework (Request, Incident, Change, Asset, Vendor).
• Experienced in stakeholder management, understanding business demands and translating them into SLAs.
• Deep understanding of IT infrastructure, SaaS and cloud platforms.

• Experienced with IT Service Management Tools (ServiceNow).
• Effective communication and collaboration skills to interact with various stakeholders and teams.
• Aptitude to learning new technologies and implementing innovative solutions.
• Proficiency in written and spoken German & English

What we offer you?

• A range of attractive benefits such as full subsidy of the ‘Deutschland-Ticket’, discounts with fitness centres and Corporate Benefits, diverse online and offline training and development opportunities to nurture your functional & leadership development, and so much more.
• The possibility to flexibly shape your working hours– remotely or at the office.
• Probably one of the best offices in Hamburg’s city centre with a breathtaking Alster view, providing a state-of-the-art working environment and a dedicated Oasis area to switch off and celebrate successes together in regular after works and office parties.
• The opportunity to shape the transformation of an entire industry, we prioritise continuous improvement within a transformative environment, preparing for ongoing changes.
• 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. Find out more by visiting our Hamburg career page.

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.