In this role, as an IT Service Manager, you will be responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. You also must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in the area of Marketing B2B (e-commerce).
This means you will be responsible for managing applications throughout their lifecycle, while playing an important role in the application-related aspects of designing, testing, operating and improving IT services, as well as in developing the skills required to operate the IT organizations applications.
Along with the wider Follow-The-Sun Model Operations team, the Service manager will be managing daily operations for the Zone including escalations across various global service lines supported by the Global Service Desk, as well as incident and crisis management and supplier management to deliver according to Service Level Agreement for the Marketing B2B Application Services portfolio.
responsibilities :
Analyses and reviews Application Landscape.
Maintains the regular performance review process with both the IT Customer and Service Provider which covers:( Review outstanding actions from previous Reviews, current performance and capacity planning)
Business release management, patch management and audit requirements
Agrees with appropriate actions to maintain / improve Service Levels.
Coordinates and support troubleshooting
Initiates any actions required to maintain or improve performance and stability
Conducts annual user reviews
Ensures that appropriate changes are assessed for their impact on service levels
requirements-expected :
Breadth of knowledge of IT Service Management (ITIL) best practices, including Incident Management, Problem Management and Request Fulfilment.
University degree, with min.5 years of work experience related to the management of complex IT Services environment
Experience in large global organizations using in-sourced and out-sourced IT services and a wide working knowledge of global applications services management.
Relationship management and conflict resolution skills
The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
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
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
