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Job Title:  Senior Service Manager - Transition to Service Operations

Job Number:  18503


Country: Poland
Location: Warsaw
Function: Information Technology
Level: Experienced Professional 

Grade: 36
Job Type: Permanent
Contractual Legal Entity: BAT Polska
Application deadline: 11.11.2019      




British American Tobacco (BAT) is one of the World’s leading consumer goods companies, with brands sold around the globe. 
Our vision is to “Transform Tobacco” and our industry, so - during 2019 - we are setting up a new Tech Hub in Poland to support and drive our digital transformation. This is the start of the journey and we are looking for team player who is passionate about change and ready to support us in making digital part of our DNA.




To manage and ensure successful transition of IDT Services, Infrastructure & Engineering projects to BAU without impacting business continuity.

The operating model is balanced with BAT resources working with strategic partners to deliver the IDT services for the Enterprise.



Strategy & Planning

  • Assist with the development of project scope, goals and deliverables that transitions a project into a BAU position
  • Define the target SLA for the ongoing operations and embed within the project goals, objectives and deliverables
  • Map the existing service to the target to be delivered by the project and ensure all BAT resources and 3rd parties are ready to move from existing SLA to target
  • Ensure quality control procedures are used correctly
  • Establish the IDT transition to support working methods
  • Plan and schedule transition to support project timelines and milestones using appropriate tools.
  • Track project milestones and deliverables in relation to transition of project deliverables.
  • Adopt best practices and tools for transition to support.
  • Understand and ensure Transition/BAU operational risks and issues are managed


Acquisition & Deployment

  • Schedule the resources and participants needed to achieve transition to support goals.
  • Manage finance and budgets for transition activities (forecasts, actual vs planned, etc)


Operational Management

  • Develop full-scale transition to support  project plans and associated communications documents.
  • Delegate tasks and responsibilities to appropriate personnel.
  • Identify and resolve issues and conflicts within the project & services team.
  • Identify and manage project & services dependencies and critical path.
  • Develop and deliver progress reports, proposals, requirements documentation, and presentations.



  • Service Managers – ready the existing service to change from the AS-IS to the TO-BE to be delivered by the project
  • IT Solutions Development, IT Project Delivery, IT Services, etc – Co-ordinate the activities needed for effective management and delivery of projects
  • Project resources - Ensure quality, coordinate resources and provide assistance, coaching and advice on management approach, control and completion of products
  • 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities
  • IT Standards & Governance – collaborate to ensure effective application of standard processes
  • End markets / factories, Business reps, Functional and geographic IT Managers - Co-ordinate the activities needed for effective management and delivery of projects



  • Experience in Service Operations or Service Transition or both depending on seniority
  • University Degree or similar level gained through experience
  • Ability to manage stakeholders effectively
  • Ability to identify and manage risks, issues and competing priorities
  • Demonstrates the ability to proactively take account of people issues and create a team environment.
  • Strong planning and budgeting skills
  • Experience in large global organisation using in-sourced and out-sourced IT service providers
  • Strong vendor management and ability to extract maximum value and continually improve services delivered by external suppliers





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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