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Job Title:  Global Service Desk and Incident Manager

Job Number:  35226

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 Poland IS LOOKING FOR A Global Service Desk and Incident Manager.


SENIORITY LEVEL: Mid-Senior level


SALARY RANGE: competitive salary package + excellent benefits + market leading bonus

LOCATION: Warsaw, Poland   

application deadline: 30.04.21                                                                  


Role positioning and objectives


The role is responsible for running service operations through follow-the-sun model for the End User Services (EUS) and Global Service Desk (GSD) operations. This encompasses managing day-to-day operational activities across various global service lines supported by the GSD incident and crisis management and supplier management to deliver against agreed SLAs for the EUS & GSD services. The role also ensures that all relevant processes adhere to global IT standards / SOX policies, procedures, and controls.


Reports to: Service Management and Operations Manager

Reporting Level: Individual Contributor

Geographic Scope: Global with focus on Europe Time zone


What you will be accountable for


  • Manage Business as Usual services for EUS and GSD to ensure suppliers deliver and meet contractual SLAs and obligations (First Call Resolution, Time to Resolve, Time to implement, User satisfaction surveys, etc.)
  • Work closely with the global service lines and regional Service Line Managers on operational issues & business partners concerns.
  • Ensure alignment & holistic view of service delivery (avoid “silo” mentality)
  • Responsible for incident Management Process
  • Ensure alignment to agreed global, standardized IT Service Management processes e.g. Incident Management, Problem Management, Request Management, Supplier Management, Service Transition Management, Configuration & Asset Management, Knowledge Management, etc.
  • Ensure effective evaluation of business risks and issues related to operational incidents.
  • Implement appropriate risk management processes and take appropriate and timely actions.
  • Drive and supervise operational plans, service level agreements and monitor implementation to ensure targets are met



  • Do you have experience in managing Incident Process?
  • Have you used ServiceNow or any other ITSM tools?
  • Have you managed vendors against SLAs and obligations?


Essential experience, skills and knowledge


  • Experience in Data and Analytics – leveraging data to generate operational insights to action to drive higher operational efficiencies, innovation opportunities and increased value proposition
  • Experience in SOX compliance or similarly managing internal process and compliance controls against defined IT processes
  • Degree Educated in IT area or similar, with 6-8 years post graduate work experience including the management of complex IT Services environment
  • Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of global applications services
  • Breadth of knowledge of IT Service Management best practice (ITIL) including Incident Management, Problem Management and Request Fulfilment
  • Proven IT operations, service desk, supplier management and service line management experience
  • Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs
  • ITIL Certification
  • Teamwork and Process oriented



  • Experience with ServiceNow Enterprise management solution





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!

Job Segment: Service Manager, Manager, Risk Management, Service Desk, Customer Service, Management, Finance

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