Application Service 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 Manager plays a key role in supporting the BAU service support and performance of IT services across a range of enterprise applications (including Direct-to-Consumer (D2C), Business-to-Business (B2B), Operations, and Corporate), infrastructure platforms, and site-level cyber security and IT operations.

This role is responsible for understanding stakeholder needs, translating them into clear and actionable service tasks, and coordinating day-to-day IT service activities. The ideal candidate brings strong organizational skills, the ability to prioritize effectively, and a mentality focused on service quality, compliance, supplier performance, and continuous improvement.

The role also contributes to monitoring vendor performance, participating in service reviews, and ensuring that solutions deployed into production meet the initial requirements. The IT Services Manager collaborates closely with global service lines, local support teams, and business collaborators to ensure seamless delivery of IT services.

WHAT YOU WILL BE ACCOUNTABLE FOR

Service Coordination & Stakeholder Engagement

• Engage proactively with business partners to understand their service needs, translate them into actionable tasks, and coordinate resolution across IT teams.
• Prioritize incidents, requests, and enhancements based on impact and urgency, ensuring they are addressed within defined SLAs.
• Provide timely and structured updates on issue status, progress, and resolution plans.
• Participate in requirements gathering and readiness assessments for new digital solutions or enhancements.

Operational Oversight & Service Performance

• Track day-to-day service delivery across platforms using ITSM tools (e.g., ServiceNow), managing incidents, service requests, and change activities.
• Monitor service KPIs and SLA performance, and support the preparation of dashboards and monthly service review reports.
• Call out unresolved issues with documented impact and recommendations for resolution.
• Assist in validating service readiness and ensuring deployed solutions meet agreed requirements during project hypercare and transition phases.

Supplier & Vendor Coordination

• Monitor the performance of global and third-party suppliers delivering IT services, ensuring they meet contractual service levels.
• Support the Service Portfolio Lead in coordinating and preparing for regular vendor performance reviews.
• Log supplier-related issues and follow through on partner concerns, improvement actions, and service gaps.

Site IT & End-User Support Collaboration

• Coordinate with local IT teams to ensure effective delivery of site-level services including support for PCs, laptops, meeting room tech, Teams phones, and network infrastructure.
• Support onboarding/offboarding of devices and users, software updates, and local service requests.
• Track assets and manage service records in line with global standards.

Governance, Compliance & Cybersecurity

• Assist in maintaining audit-ready documentation including access records, change approvals, incident logs, and compliance evidence.
• Follow IT governance processes including user access management, patch/update coordination, and change control procedures.
• Participate in cybersecurity initiatives such as phishing simulations, vulnerability tracking, and awareness campaigns.
• Identify and call out risks that may impact execution of operational or strategic service plans.

Data & Service Insights

• Analyze service data from ITSM platforms to identify recurring issues, root causes, and improvement opportunities.
• Use Excel, Power BI, or Power Apps to prepare service reports, visualizations, and trend summaries for internal collaborator.
• Contribute to business reviews with data-driven insights and suggested prioritization for long-term fixes.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• 5–8 years of experience in IT service delivery, application/infrastructure support, or end-user services, preferably in a matrixed organization. Candidates must met at least 4 key responsibilities listed above.
• Strong capability in translating stakeholder needs into clear service tasks, and managing resolution with minimal supervision.
• Demonstrated experience with ITSM tools (e.g., ServiceNow) and processes (incident, change, request, problem).
• Familiarity with platforms such as Magento (M2), CRM systems, Sitecore, or MuleSoft is a plus.
• Experience coordinating service activities with vendors and understanding supplier SLAs.
• Good communication skills with the ability to simplify technical issues and manage multiple stakeholders effectively.
• Experience in contributing to audit preparation, access governance, or cybersecurity hygiene is an advantage.
• Proficiency in Excel; experience with Power BI, Power Apps, or equivalent tools is preferred.
• ITIL Foundation certification preferred (or willingness to complete within the first 6 months).

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.