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!
We are looking for a driven and experienced IT Service Analyst to join our team in Cape Town. In this role, you will be the heartbeat of our service delivery — ensuring that every commitment we make to the business is one we keep.
You will own the Service Level Management process end-to-end across our SSA markets — South Africa, Kenya, Nigeria and WESA — and be the trusted partner that bridges IDT operations with the wider business.
If you thrive on accountability, bring real ITIL expertise, and know how to turn service data into action, this role was designed for you.
What You'll Be Doing
- Monitor and analyse service performance against SLAs and OLAs across the SSA region, initiating improvement actions where needed & chair regular Service Level Reviews with customers and providers — tracking actions, performance, and adjusting targets as required.
- Directly manage on-site service providers, overseeing onboarding via the Fieldglass process and ensuring contractual compliance as well as own the Local Service Catalogue (LSC) throughout the S&OP cycle and engage IDT Demand to capture signals from the market.
- Act as first-level escalation point for SSA markets, driving incident resolution through analysis, troubleshooting, and service owner engagement.
- Ensure Service Transitions are executed with full documentation — SOPs, knowledge retention, and continuity practices — keeping the IDT Service Catalog current.
- Track and maintain accuracy of all IT-related assets and support compliance-related audit data gathering activities & assess change impact on service levels, accommodate Service Improvement Plans, and ensure process changes are embedded effectively.
What are we looking for:
- IT-related degree or diploma in a relevant IT discipline
- 5+ years in a services technology management role or equivalent
- ITIL knowledge with proven, practical application — not just theory
- Relationship management and conflict resolution expertise
Nice to have:
- SAFe Certification and hands-on Agile team experience
- Familiarity with enterprise-level platforms and large-scale technology environments
- An established external network within the digital and technology space
- Experience managing services across large multi-market geographies
- Innovative thinking applied to service quality and continuous improvement
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.
