Job Title:  Service Manager - Marketing Solutions - Z2

Job Number:  17384

                  

PURPOSE STATEMENT:

Ensures the day to day delivery of a set of services by third party IT providers to BAT’s Marketing functions. With the good team and vendors collaboration skills ensures flexibility and speed in addressing business and technical requirements. Supervises following of governance for managed systems, defines framework (version controls, quality checks and acceptance criteria for coming changes). The role will work closely with representative of functional IT and user representatives to review performance, drive improvement activities and support implementation of new requirements and solutions.

 

OVERALL ACCOUNTABILITIES v DAY TO DAY ACTIVITIES

* Implementation and supervising the use of service models for managed systems

* In case of incidents, support the internal incident management organisations and provides support for stakeholder management

* Assists in RCA completion and supervises preventive actions implementation

* Cooperation with end markets and support teams with objective to smoothly implement technical and functional activities

* Collaboration with project teams, support them in planning and preparations of environments, quality control of coming changes

* Participate in internal / external service review meetings

* Ensures completeness of system monitoring

* Drives efficient configuration of allocated infrastructure (performance tuning, implementation of recommendations)

* Design, implements and oversees execution of governance controls (SOx, GDPR, IT security)

* Manages system stabilisations, supervises service improvements and implementation of innovations

* Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports.

* Accountable for the execution of periodic activities such as disaster recovery tests, certificate renewals.

 

CORE RELATIONSHIPS

* Peer group and internal customers across IT Services, Projects and BAT business areas

* IT Projects– 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

* 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities

 

ESSENTIAL EXPERIENCE

* Degree Educated, with at least 5 years of experience working in IT Services environment

* Proven track record of having worked in a role facing senior user representatives and proven communication skills to non IT personnel

* At least 5 years of working in large global organisation (>25000users) with a central IT organisation, using in-sourced and out-sourced IT services in a global capacity

 

NICE TO HAVE EXPERIENCE

* Knowledge of Hybris solution

* Knowledge of Salesforce solutions

* Experience in Data/Analytics and Web Services

* Certification in ITIL or equivalent, Agile or DevOps methodologies

* Experience in supporting marketing CRM solutions, preferably in an FMCG environment

* A technical background in infrastructure or programming

 

 

 

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: Service Manager, Marketing Manager, Manager, QC, Customer Service, Marketing, Management, Quality

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