Job Title:  Service Manager - Middleware and Integration

Job Number:  17352

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 and assure quality in workable systems and solution designs, which are aligned to IT architectures standards; to deliver required outcomes for projects and other change activities; to manage the technology infrastructure lifecycle; and to ensure all deliverables adhere to the processes and controls subjected to BAT organization.





  • Manage the Middleware and Integration applications in BAT IT Services organization
  • Relationship management of outsource providers, ensuring that SLAs are followed and that appropriate quality control processes are in place.
  • Provide advice and feedback to other service owners.
  • Close working relationship with the Global Service Operation - Middleware and Integration team for any technical aspect of the application.
  • Close working relationship with the Support Vendor following the Incident, Change and Problem management methodology.
  • Ensure the process and controls are upheld for any deliveries produced within the team, or externally by vendors or project team.
  • Being the single point of contact for any major incident or escalation within the Middleware and Integration applications
  • Operating the service management model with peers from different zones according to “Follow the Sun” model.
  • Close ties with the business team from the zone in producing the business values.
  • Maintain and Improve solution stability and implement optimizations to reduce the number of incidents/service interruptions.
  • Promote and ensure appropriate techniques, methodologies and tools
  • Keep up with technical speed on chosen technical field or expertise.




  • IT Project Manager / Design Manager – to deliver agreed work products in time and with cost of quality. 
  • Solution Architects - collaboration to ensure any defined solutions are fit for purpose 
  • Strategic 3rd Party Vendors – Develop non-commercial relationships to collaborate in defining and designing the solutions
  • External: keep up-to-date with changes within the IT and FMCG industries and with peer groups at other organizations, Special interest groups and Best Practice experts
  • IT Standards & Governance – to ensure effective application of standard processes
  • Global Services Operation team – to gain the Middleware and Integration application knowledge




  • Extensive experience in systems development / design experience with progression evidence.
  • Experience in large global organization using in-sourced and out-sourced IT service providers
  • Experienced in service operation management/development/business analysis in enterprise application integration with preference for specialty in message-oriented middleware, big data integration, business process monitoring and API management
  • Strong knowledge in enterprise application integration concepts such as message transformation, protocol mediation, routing rules, data manipulation, business value management, quality of service, process orchestration and business activity monitoring
  • Understanding of enterprise application integration concepts such as data standards, metadata & XML, content transformation & ETL and object-oriented programming to enable distributed, cross-platform communication and enterprise-wide data distribution
  • Understanding of SAP application with some technical or functional background.
  • Open to learning new technologies and able to adapt to industry trends in the integration areas such as the adoption of cloud solutions (especially iPaaS and hybrid integration architecture), using Agile and DevOps practices, API-driven integration, data-driven integration (including iPaaS) and digital transformation (including mobile and IoT integration)




  • Knowledge of integration solutions such as SAP PI/PO, Axway API Gateway, OpenText Trading Grid and SAP Cloud Platform Integration will be required and added advantage for knowledge in Talend Data Fabric, Elastic Stack, Apigee API Management and MuleSoft AnyPoint.
  • Knowledge of middleware solutions such as SAP GRC, SAP Solution Manager, System Landscape Design, SAP Batch Processing, SAP Portal, and Transport Express.
  • Understanding of regulatory controls like SOX, GDPR, DPA, etc.



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.

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