BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!
ROLE POSITIONING AND OBJECTIVES
This role collaborates with service personnel to promote standardization, simplification, and modernization of IDT services while ensuring continued sustained service operation.
WHAT YOU WILL BE ACCOUNTABLE FOR
Standardization and sustainability of operations
- Assume the role of site and local application service line manager, serving as the main contact for local vendors.
- Develop and lead lifecycle management plans, optimization roadmaps, and risk analyses for IDT Services assets.
- Establish, maintain, and regularly review the IDT service catalogue, including architecture/network/server diagrams, configuration item inventory, technical documentation, service transition artifacts, and service instructions.
- Document IDT Service Management processes to promote standardization, knowledge retention, and service continuity.
- Ensure IDT services are fulfilled in accordance with SLAs, actively managing and fine-tuning performance through monitoring, service reviews, and improvement plans.
- Review SLAs, OLAs, and underpinning contracts to ensure adequate support for meeting service level targets and delivering service value.
- Foster a security-first mindset, maintaining compliance across IDT services processes.
- Maintain readiness to implement IDT Service Continuity actions.
- Coordinate escalations and drive resolutions by directly managing and engaging relevant IDT functions.
- Establish and maintain strong working relationships with global and regional counterparts, end market stakeholders, and third-party suppliers or partners.
- Drive and cultivate a high-performing team culture, proactively engaging senior stakeholders and end users to deliver an exemplary service experience.
Improvement via transformation or simplification
- Lead and successfully implement simplification and transformation initiatives, ensuring smooth transition into service operations.
- Continuously identify opportunities for operational cost efficiencies and promote a consumption-driven service model.
- Engage in functional discussions to drive purposeful outcomes, identifying and leveraging opportunities for enhanced productivity, growth, and efficiency.
- Capitalize on opportunities to support digital acceleration and transformation through collaboration and coordination with centers of enablement and excellence.
- Stay up to date with the latest technology trends and developments, with the aim of delivering more secure, efficient, and improved solutions.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Bachelor's degree in Computer Science, Information Technology, System Administration, Server/Network Administration, or a closely related field.
- More than 5 years of experience in a multinational organization.
- Practical knowledge of ITILV4, Lean, Agile, and DevSecOps methodologies.
- Strong understanding of the organization's business and how IT contributes to it.
- Demonstrated attention to detail, systematic approach, and resourcefulness in problem-solving.
- Critical thinking skills for methodical identification and resolution of issues.
- High degree of self-motivation, commitment, and integrity.
- Excellent communication skills with the ability to explain, write, present, and facilitate to simplify complex ideas for users.
- Ability to work under pressure, handle stressful situations in a calm manner.
- Good stakeholder and relationship management skills, with the ability to work effectively with diverse teams and backgrounds.
- Experience in organizational leadership is an added advantage.
- Ability to innovate, drive creative solutions, and operate autonomously in an ambiguous and dynamic environment.
- Strong understanding of IDT Services operations and end market business processes.
- Knowledge and management experience in digital technology (e.g., robotics, API, IoT, and Big Data) is advantageous.
- Established rapport with IDT managers in the hub and region is a plus.
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.
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