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Job Title:  Service Management Analyst

Job Number:  19804

Country: France
Paris - La Défense
Function: Information Technology
Level: Experienced Professional
Appointment Type: Permanent

We currently have an exciting opportunity for a IT Senior Service Management Analyst to support our business unit based in Paris, France. The successful candidate will be responsible for managing Service Level Agreements (SLA), ensuring that they meet the required levels, and supporting the IT Services Manager.


  • Responsible for managing services across France, Belgium & Luxembourg as well as support the Senior Service IDT Manager
  • Provide support as required to the End Market leadership team.
  • Owns the Local Service Catalogue throughout the Sales & Operational Plan cycle, engaging with IT Demand and Local Finance teams for capturing demand signals, managing any planned changes.
  • Manages local services suppliers and provides input to regional / global services forums where regional / global suppliers providing services to the End Markets are managed.
  • Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews, shares with global / regional teams as appropriate
  • Primary escalation point and focus for any end market engagement activities in France, Belgium & Luxembourg and supports escalations across the region
  • Monitors and ensures compliance for control navigator / audit items (Business Continuity, SOX & GDPR) related to IT Services processes


  • University degree
  • Excellent communication skills: oral, written, presentation, facilitation in French & English required
  • ITIL knowledge
  • Demonstratable credibility and trust as an IT Service Manager, ideally within a FMCG background
  • Ability to work under pressure, handle stressful situations in a calm manner
  • Relationship management and conflict resolution skills
  • The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues 
  • Innovative thinking with service quality, and its improvement, within limits of costs and business direction


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.

Contractual Legal Entity: BAT France SAS (FR10)

Job Segment: Service Manager, Manager, Developer, Compliance, Relationship Manager, Customer Service, Management, Technology, Legal

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