IT Enterprise Solutions - SAP Service Operations

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry 
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

The SAP Service Operations role is responsible to ensure stable support operations and service delivery of the Global Enterprise Solutions systems within a DevOps environment. This manager role supports daily service operations in the Americas region and works alongside BAT’s key strategic suppliers in ensuring high quality provision of various services to BAT (e.g. application support, network, hosting, etc.). This role is part of the Global De-Escalation Management team and supports the Senior Service Manager as an escalation point for the region for global Enterprise Solutions systems and interacts with many different partners in IT, across the functions and BAT end market teams as well.

Your key responsibilities will include:

• Lead day to day (BAU) service operations for Global Enterprise applications in Americas region. This includes but not limited to: Incident management and triaging; Major incident management; System Monitoring & Automation to improve efficiencies of IT Operations; Continuous Improvement & Problem Management – delivering permanent fixes; Security & Compliance (including Sox)
• Work closely with the global service lines and regional SLMs on operational issues & customer concerns
• Ensure alignment to agreed BAT global Target Operating Model (TOM) processes, and standardised ITIL IT Service Management processes.
• Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions.
• Ensure the appropriate quality control processes (e.g. SOx, audits) are in place and adhered to.
• Partner engagement & management across various levels within the organisation and with service providers.

What are we looking for?

• Key vendors and service providers – e.g. ITC, SAP, etc.
• Regional IDT Services – Establishing network and relationships with regional Service Line Managers and Global Service Lines – Establishing network and relationships with the various Global service line owners.
• Degree educated or equivalent experience, with 6-8 years’ post graduate experience including the management of sophisticated IT Services environment.
• Experience in SAP ERP systems (FICO, cFIN, MM/WM, BASIS) covering functional or technical.
• 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.
• Knowledge of standard process IT Service Management best practice (ITIL) including Incident Management and Problem Management and confirmed IT operations and service line management experience.
• Vendor and service management experience - Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs and good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required.
• Service orientation and understanding of issues relating to customer happiness and resourceful and able to work independently.

What we offer you?
•    We offer a market leading annual performance bonus (subject to eligibility)
•    Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
•    Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
•    You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
•    We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values. We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles. We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.

We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply. Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

We take pride in being a Disability Confident Employer. If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for. We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.