Job Title:  Service Manager - Operations Solutions - Z2

Job Number:  17380



Ensures the day to day delivery of a set of services by third party IT providers to BAT’s Manufacturing and Logistics/Distribution functions. This includes reviewing and optimising the quality and of the service provided by the suppliers using standard service management methodologies, including continued service improvement. The role will work closely with representative of functional IT and user representatives to review performance of existing service, drive improvement activities and support the implementation new support requirements and solutions



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

* Drives improvement activities in cooperation with user communities, third parties and internal IT organisation

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

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

* Assists in the implementation of new services and supports projects and ongoing changes to ensure a fast implementation without impacting the service quality or compliance. Ensures supplier readiness for support, e.g. Knowledge Transfer completed

* Participate in internal / external service review meetings

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

* Supports audit activities and drives the implementation auf audit remediation activities

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

* Ensures cost compliance and manages contract change notes and purchase orders as per BAT standard

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

* 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

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

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



* Peer group and internal customers across IT, 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



* 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

* Working with highly integrated applications including Software As A Service.



* Experience in supporting logistic and manufacturing solutions, preferably in an FMCG environment

* A technical background in infrastructure or programming

* Certification in ITIL or equivalent, Agile or DevOps methodologies

* Experience of working in regulated environments

* Exposure state of the art analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications




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

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