In this role, as an IT Service Manager, you will be responsible for seamless, efficient, stable, compliant, and secure End User Services Operations in the Region including Global Service Desk Operations, Incident & Crisis Management, End User Computing, and Identity and Access Management.
responsibilities :
Acting as delegated Service Line Owner of the Region for respective service lines within the End User Services Operations, such as: Service Desk Operations, Incident & Crisis Management; End User Computing (Workplace Technology); Identity and Access Management.
Handling End User Services Operations in the Region according to SLAs.
Acting as Regional SPOC for End Markets, for global teams, and for other partners for any End User Services Operations -related matters including BAU, critical issues, improvements activities, projects, etc..
Monitoring and reporting on regional End User Service Operations performance and IDT Services KPIs.
Driving Regional Service Reviews with and BAT and 3rd party suppliers addressing Service Performance and Continual Improvement activities.
Supporting any End User Services activities according to the “Follow the Sun” global operating model.
Driving regional activities related to projects and initiatives of End User Services Operations.
Driving exploitation of opportunities for digital acceleration, standardization, simplification, and transformation in the Region through collaboration with the respective enablement and excellence teams in the Tech Hubs .
requirements-expected :
A minimum of 5 years’ proven track record of experience in any relevant fields of IT Service Management.
Deep experience with ITSM tools for service management, performance monitoring, and reporting.
Practical experience and knowledge of ITIL.
Excellent command in O365.
Ability to learn quickly and to achieve a deep understanding of the underlying technologies of the relevant services.
Good stakeholder management, including customers, senior management, cross-functional teams, and suppliers.
Analytical skills, innovative thinking, and a growth mindset.
Excellent communication, presentation, and facilitation skills in English (both oral and written).
ITILv3 or v4 certification represents an advantage.
Deep experience with Service Now ITSM tool represents an advantage.
Track record of technical and / or managerial experience in any of the relevant services, represents an advantage.
offered :
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 isnt limited by boundaries; its propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isnt just a statement – its a reality were eager to build together. Seize the opportunity and own your development; your next chapter starts here.
Youll 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
