Job Title:  Service Operations Lead

Job Number:  17351

Country: Mexico

Location: Monterrey 

Function: Information Technology 

Level: Experienced Professional 

Grade: G36 

Job Type: Permanent 

Contractual Legal Entity: BAT Servicios SA de CV (MX15) 



To manage the execution of a range of IT Service management processes in support of services (applications / technologies) deployment and / or day to day support for end users.




  • Manage on-going service delivery and service support to meet agreed customer requirements:
  • Define service models and the assess the impact of new services or changes to existing services
  • Help IT Suppliers translate process vision, process rules, practices and standards into design principles and business requirements for the global solution design, providing positive and constructive challenge
  • Check and validate that business process is enabled and supported in most efficient and effective way, maintaining integrity of overall solution architecture, in line with business requirements (functional and non-functional), group architecture, IT policies, standards and procedures
  • Provide solution expertise to develop KPIs to monitor and improve process performance
  • Support the global SAP template scope and change control
  • Support QA of relevant solution design documentation
  • Manage (outsourced) delivery of service capabilities and the governance of service providers
  • Manage / oversee service standards and service catalogues
  • Escalate / resolve IT service and/or business issues using agreed escalation routes
  • Manage finance and budgets (forecasts, actual vs planned, etc.) – actively drive the minimization of TCO
  • Participate in internal / external service review meetings
  • Ensure the use of global, standardizes IT Service Management processes
  • Evaluate business risks and issues related to operational incidents, potential changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.
  • Collate required data and reports for analysis to facilitate service monitoring and improved service performance
  • Understand service landscape and drive activities to minimize demand and optimize service delivery
  • Manage the governance of all local and regional IT Service providers and actively drive migration to global vendors and regional consolidation as appropriate.




  • Peer group and internal customers across IDT Services, other IDT areas and BAT business areas
  • IT Solution Development & IT Project Delivery – agrees and manages accountabilities and shared responsibilities. Collaborates to assure the design, testing, release, deployment and improvement of operational services
  • Service Architecture – understand and effectively apply standard ITSM processes. collaborate to ensure effective transition of services and process improvement
  • Planning – collaborate on the development of IT plans and budgets
  • 3rd Party Vendors – non-commercial supplier relationships focused on operational / project activities.




  • Degree Educated, with extensive post graduate work experience in an IT Services environment and /or business facing IT role
  • Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of global services, preferably in a regulated environment such as SOX.
  • Breadth of knowledge of best practice IT Service Management best practice (Information Technology Infrastructure Library)
  • An ideal candidate from a non-BAT background will take 4-6 months to learn BAT processes and governance before being fully productive.



British American Tobacco is one of the world’s leading multinational companies, with brands sold in over 200 markets, made in 44 factories in 42 countries.

We are proud that we are consistently among the top 5 companies on the London Stock Exchange.


Our portfolio includes our world-famous Global Drive Brands – Dunhill, Kent, Lucky Strike, Pall Mall and Rothmans – along with many other leading international brands, such as Vogue, Peter Stuyvesant and State Express 555.


Alongside our traditional tobacco business, we are also developing products that offer consumers potentially less risky alternatives to regular cigarettes. Our Next Generation Products are already leading the way in the Industry of vapour and tobacco heating devices. We continue to develop a solid portfolio of consumer solutions which already include well known global brands like Vype, glo and Voke.

Job Segment: Operations Manager, ERP, Risk Management, SAP, Operations, Technology, Finance

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