EUS Service Operations Manager

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

ROLE SUMMARY

What are the key objectives and expectations from this role? 

• This role is accountable for the operational governance, service performance, service transformation and continual improvement of End User Services (EUS) and Global Service Desk (GSD) capabilities across a global operating model.
• The role provides leadership and governance across global service operations, supplier performance, major incident management, service transition, knowledge management and automation initiatives to ensure consistent service delivery and positive user experience.
• The role acts as a key liaison between business collaborators, service providers, regional IT teams, and global service owners. It ensures services are delivered effectively, risks are managed proactively, and operational objectives are achieved.  
• In addition, the role drives service modernization initiatives including Knowledge Management, AI-enabled support capabilities, workflow automation and operational efficiency programs to improve service quality, user experience and business value.

Core Relationships:

• Must be credible up to and including End User Services and Global Technology Services Leadership team.
• Regional IDT Services – Establishing network and relationships with regional End Markets
• Global service lines – Establishing network and relationships with the various Global service line owners
• Service Architecture, Design & Transition and Service Integration – collaborate to ensure effective transition of services and process improvement
• External: Suppliers from different service lines, especially the supplier managing the GSD and EUS operations

Your key responsibilities will include:

• Own operational governance and service performance for End User Services and Global Service Desk services operating through a Follow-the-Sun support model.
• Act as Service Owner for designated global services including Global Service Desk, Virtual Desktop Infrastructure, Windows 365, Global Print Services and Knowledge Management.
• Own and govern the Incident Management process, ensuring effective management of major incidents, service degradation events and operational crises.
• Manage operational customer concerns and service issues impacting business operations, ensuring appropriate collaborator communication and timely resolution.  
• 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.
• Drive adoption of AI-enabled service capabilities, workflow automation and self-service opportunities that improve user experience and operational efficiency.
• Own and lead the development and governance of the Knowledge Management strategy and operating model for End User Services and Global Service Desk functions.
• Lead the design and implementation of AI-ready knowledge structures, ensuring knowledge assets are curated, standardized and optimized for AI-assisted search, virtual agents and automation platforms.

What are we looking for?

• Bachelor’s degree in IT or a related discipline, with 8+ years of post-graduate experience managing complex IT service environments.
• Experience working in large global organizations, managing both in-sourced and outsourced IT services, including global application service delivery.
• Strong expertise in IT Service Management (ITIL), covering Incident Management, Problem Management, Request Fulfilment, coordinating service updates, and Knowledge Management.  
• Proven leadership experience in Service Desk Operations, Supplier Management, Major Incident Management, and overall service governance.
• Experience operating within highly complex, multi-vendor, globally distributed technology environments, supporting multiple countries and collaborators.
• Good background in management reporting and operational analytics, using data to drive operational efficiency, innovation, and business value.  
• Demonstrated ability to lead cross-functional global initiatives, with strong operational governance, collaborator management, and service improvement capabilities.  
• Preferred experience with ServiceNow, along with exposure to service transformation, automation, digital workplace initiatives, and AI-enabled solution deployment and support

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.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of 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, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an 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.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.