IT Service Manager

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!

British American Tobacco Poland has an exciting opportunity for an IT Service Manager in Warsaw

Accountable for stability, efficiency & silent running through management & monitoring of IDT services by underpinning contracts (SLA); driving towards a world class IDT user experience – focusing on End User Computing services.

Sustain continued compliance of the IDT estate in the respective geographic scope while landing IDT - transformations that will empower and excite our users.

Support End User Services in ensuring service continuance aligned to the follow the sun support model.

Uphold and be an ambassador in the region for End User Services technology transformation and simplification activities.

Your key responsibilities will include :

• Responsible for managing services across pillars ensuring fulfilment of services as per SLA, monitors and capture performance and drive improvement plans via Service Reviews
• 1st level point of escalation and focus for any EM engagement activities relating to End User Services in the region
• Act as delegate Service Line Owner of the region for identity services, global service desk, incident & crisis management, and workplace technology
• Monitors and ensure compliance for audit items (. SOx, Control Navigator) related to IDT Services processes – where applicable
• Responsible for managing and enforcing Incident Management process and Blocking issue for the Region and being point of contact for the business and vendor for support required for the JML and IAM service.
• Participate and manage incidents related to JML and IAM services for Z2 and effectively handover to Z1 for unresolved cases.
• Lead projects and initiatives across the region and ensure proper handover through the execution of the Service Transition
• Act as the DRBU representative across various global, regional and project forums in order to drive towards common outcomes that are also fit for purpose in the end markets.
• Drive exploitation of opportunities for digital acceleration and transformation in the region through collaboration with the respective enablement and excellence teams in the Tech Hubs
• Review and report service performance against SLAs and OLAs across IDT services consumed in the region, driving service reviews and improvement activities across geographies and functions in the region
• Manage the commercial and operational relationships for all local vendor(s) and monitor, analyze and report service performance against SLAs and OLAs across IDT services consumed in the end market in Zone 2
• Support the planning, assessment and execution of business releases and changes for key applications and infrastructure at a regional level
• Manage BAU services for End User Services and Global Service Desk to ensure suppliers deliver and meet contractual SLAs and obligations (First Call Resolution, Time to Resolve, Time to implement, User satisfaction surveys,
• Support availability of JML, IAM, Directory Services infrastructure services by working with relevant vendors in resolution or incident management processes.

What are we looking for?

Beneficial

What we offer you?

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 (. 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 .

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.