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Job Title:  Service Manager

Job Number:  31562

Country: Mexico

Location: Monterrey 

Function: Information & Digital Technology 

Level: Experienced Professional 

Grade: G36 

Job Type: Permanent 

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


BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!


BAT (insert ‘COUNTRY’ from JD) IS LOOKING FOR A (insert ‘JOB TITLE’ from JD)

SENIORITY LEVEL: Experienced professional

FUNCTION: Information & Digital Technology

LOCATION: Monterrey, Mexico



In this role, you will be responsible for managing the BAT B2B applications Service Management.


Reports to: Associate Director - IDT Sevices

Geographic Scope: Global



  • Define service models and assess the impact of new services or changes to existing services.
  • Drive and manage (outsourced) delivery of service capabilities and the governance of service providers.
  • Participate in internal and external service review meetings.
  • Ensure the use of global IT Service Management processes
  • Lead and drive resolution of IT service and/or business issues using agreed escalation routes
  • 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 in order to facilitate service monitoring and improved service performance
  • Transition new services into Business as Usual (BAU) mode.




Are you up for this challenge?



  • Degree in computer science or equivalent experience
  • Practical knowledge of ITIL V4, Agile and DevOps
  • Significant post graduate work experience in an IT Services environment and /or business facing IT role.
  • Managing large external partner teams in end-to-end application service management.
  • Experience in trade marketing, CRM and/or B2B systems such as Salesforce, Community and Commerce Clouds.
  • Experience in large global organisation using out-sourced IT services and a good working knowledge of the management of global services.
  • Operating SOx controls.
  • Experience transitioning new services into Business as Usual (BAU) mode



At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

  • Global Top Employer with 53,000 BAT people across more than 180 markets
  • Brands sold in over 200 markets, made in 44 factories in 42 countries
  • Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
  • Diversity leader in the Financial Times and International Women’s Day Best Practice winner
  • Seal Award winner – one of 50 most sustainable companies



Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!




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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