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 Mexicohas an exciting opportunity for a IT Senior Service Managerin Monterrey
This role will be responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in Operations.
The perfect candidate should have hands on experience in handling day to day defects and issues resolution, leading crises, engaging collaborators, and coordinating external business partners and vendors. The role would also require understanding/basic knowledge on Supply Chain and specifically Planning areas and supportive applications/tools.
Your key responsibilities will include:
- Analysis and reviews Application Landscape.
- Maintaining the regular performance review process with both the IT Customer and Service Provider which covers: Review outstanding actions from previous Reviews, Current Performance, Capacity planning, Business release management, patch management and audit requirements and agreement with appropriate actions to maintain / improve Service Levels.
- Coordinates and support troubleshooting and initiates any actions required to maintain or improve performance and stability.
- Conducts annual user reviews and ensures that appropriate changes are assessed for their impact on service levels.
- Accommodating Service Improvement Plans and being involved in/or chairs the crisis management team for high-priority incidents impacting Coordinated Supply Chain Planning service.
- Effective evaluation of business risks and issues related to operational incidents and follow appropriate risk management processes and take appropriate and timely actions.
- Engaging partners and handling their expectations on the agreed service level.
- Support in change management process coordination.
What are we looking for?
- University degree or equivalent experience, with 9 to 12 years of work experience related to the management of sophisticated IT Services environment with experience in: deploying cloud-based Supply Chain solutions and Agile & DevOps model setup and execution is desirable and Project Management fundamentals/experience: Waterfall/Agile/Hybrid.
- Experience in large global organizations using in-sourced and out-sourced IT services and a wide solid understanding of global applications services management.
- Breadth of knowledge of IT Service Management (ITIL) standard methodologies, including Incident Management, Problem Management and Request Fulfilment.
- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels and ability to work under pressure, handle stressful situations in a calm manner.
- Relationship management and conflict resolution skills and the ability to bring together and work with a team of people with varied backgrounds - business analysts, technical authorities, process owners - to articulate and remedy service level issues.
- Experience/Good understanding on Supply Chain management fundamentals.
- Experience in partnership and handling external business partners and vendors.
- Practical knowledge of Agile and DevOps.
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.