Preparing reports on operational performance, including benchmarks against industry standards or best practices.
Work closely with service providers to provide overall visibility on all key areas of managed applications and services.
Propose and improve reporting layer using JTI reporting tools.
SLAs and KPIs:
Monitor service levels and performance metrics to measure IT Service Catalog team effectiveness and productivity.
Provide accurate reports and metrics for management reporting.
Drive pro consumer & customer initiatives and activities through KPI & SLA setup, to reduce time to resolution, reduce number of incidents etc.
Work with Support teams to make sure SLAs are kept and MTTR is reduced to minimum.
Continuous improvement:
Proactively identify potential improvements to DES support and operations. Evaluate possible solutions and implement the required changes in collaboration with the other team members and external providers.
Ensure optimal operational efficiency at lowest cost through delivery of targets against the strategic objectives of the function: Security, Quality, Cost, Delivery and People.
Have deep understanding of the processes and systems in place and the ability to identify areas of improvement.
Analyzing data to identify operational trends and opportunities for improvement.
Processes governance:
Act a an owner of Support processes.
Define and perform regular audit reporting to monitor the processes health, exceptions and master data consistency.
Business Relationship Management:
Develop relationships & work directly with the Market Success Management team & Service Delivery teams, DES Product Managers (where required) to understand their needs & priorities as well as share industry trends & supplier product roadmaps to ensure delivery of timely & quality solutions that are aligned with our IT Strategy.
requirements-expected :
University Degree in Computer or Technical Science or strong IT and Process background.
+3 years of IT experience, ideally in IT operations.
Experience working closely with leadership levels and cross-functional partners to influence key business decisions.
Excellent understanding and knowledge of JTI IT processes, services, policies and procedures.
Experience in process improvement and implementation using lean methodologies.
Sound knowledge and experience with project coordination.
Fluent English (written and spoken).
offered :
Competitive pay and attractive annual bonus
On-going development opportunities in multinational environment, wide variety of projects, ambitious goals and independence in achieving them. Promoting from within culture
Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work)
Lot of flexibility in terms of work arrangements (work from office or from home)
Private medical care (various options to choose) and life insurance
Employee pension and savings programs
JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave
Multisport card, foreign languages classes
Wide variety of trainings, webinars and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria)
Modern office with traditions (Art Norblin Factory) in convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking
Working in a diverse and inclusive organization of 43 different nationalities
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
life insurance
remote work opportunities
flexible working time
retirement pension plan
no dress code
coffee / tea
leisure zone
JTI Family Leave Benefit - additional paternity leave
