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 a Service Manager in Warsaw, DBS (Digital Business Solutions) hub
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 organization's 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.
Your key responsibilities will include:
- 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
What are we looking for?
- 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
Beneficial
- Experience of working in a regulated environment, preferably SOx and GDPR, or in a country with high standards of data protection
- Experience in Digital Solutions (e-commerce, Magento 2 environment)
- Experience with support/design of integrations to/from Marketing B2B systems
- Experience with Web Services GraphQL/REST/SOAP/WSDL/XML/SOA
- Experience with AWS, Azure or similar cloud platforms
- Knowledge of e-commerce data organization and catalogs (categories/products/attributes)
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.