It Services Senior Manager

**BAT MEXICO** **IS LOOKING FOR AN IT SERVICES SENIOR MANAGER (SUPPLY CHAIN APPLICATIONS)****ROLE PROFILE****JOB TITLE**:IT SERVICES SENIOR MANAGER (SUPPLY CHAIN APPLICATIONS)**FUNCTION**:DIGITAL BUSINESS SOLUTIONS**CITY & COUNTRY**:MONTERREY, MEXICO**ROLE SUMMARY****What are the key objectives and expectations from this role?**Responsible for supervising Service Level Agreements and ensuring that they meet the required levels.The employee must make sure that all IT ServiceManagement processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in the area of Operations.**What is the direct impact of this role on the team or organization?**This role encompasses leading day-to-day platform management activities across various Global Operations platforms and integrations.**Reports to**:IT Service Manager**ACCOUNTABILITIES**- 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;- Capacity planning- Business release management, patch management and audit requirements- Agree with appropriate actions to maintain / improve Service Levels.- Coordinates and support fix.- 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- Accommodating Service Improvement Plans- Being involved in/or chairs the crisis management team for high-priority incidents impacting Integrated Supply Chain Planning service- Effective evaluation of business risks and issues related to operational incidents- Follow appropriate risk management processes and take appropriate and timely actions- Engaging team members and running their expectations on the agreed service level- Support in organizational change process coordination**EXPERIENCE, SKILLS, KNOWLEDGE****ESSENTIAL****Experience Required**- University degree, with 9 to 12 years of work experience related to the management of sophisticated IT Services environment- Breadth of knowledge of IT Service Management (ITIL) standard processes, including Incident Management, Problem Management and Request Fulfilment.- Good communication skills: oral, written, presentation, facilitation- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels- Ability to work under stress, handle stressful situations in a calm manner- Relationship management and conflict resolution skills- 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- A good understanding of the organization's business and how IT supplies to it- Innovative thinking with service quality, and its improvement, within limits of costs and business direction- Experience in our preferred Supply Chain Logistics Solutions of choice is highly desirable:, and in general experience in deploying cloud-based Supply Chain solutions- Experience on Agile & DevOps model setup and execution is desirable- Project Management fundamentals/experience: Waterfall/Agile/Hybrid**Technical / Functional / Leadership Skills Required**- Supports services review process by providing data & analysis where applicable (sophisticates apps landscape)- Monitors delivery of support services as per agreed SLA- Ensures compliance, owns and supervises delivery of any required remediation activities- Responsible for license management of apps portfolio in-scope- Runs / participates in the Regional CAB for Infrastructure / Apps Changes- Experience/Good understanding on Supply Chain management fundamentals- Experience in collaboration and running external business partners and vendors**Education / Qualifications / Certifications Required**- Bachelor's Degree in Computer Science or equivalent- Practical knowledge of Agile and DevOps- English - at the least B2**BENEFICIAL***- Experience/Good understanding on Supply Chain Logistics Solution such as SAP Transport Management/WMS/SAP MM/WM- Experience/ Good understanding on Application Integration such as APIGEE/ MuleSoft/ CPI & etc.- Understanding on cloud technology.- Certification in ITIL (minimum with V4 foundation) or equivalent, Agile or DevOps methodologies.- Experience of working in regulated environments.- Exposure powerful analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications.