Tech Service Management

hace 6 meses


Monterrey, México British American Tobacco A tiempo completo

**BAT is evolving at pace - truly like no other organization.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**BAT MEXICO IS LOOKING FOR TECH SERVICE MANAGER**

**SENIORITY LEVEL**:Management

**FUNCTION**: Digital Business Solutions - IDT

**LOCATION**:Monterrey, Mexico

**ROLE POSITIONING AND OBJECTIVES**

The role is responsible for keeping the lights-on by managing, maintaining, providing cost-efficient solution for Global Network Centre of Excellence Services. Ensures that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in Operations area.

**Reports to**:Sr. Service Manager - Network Operations

**Reporting Level**:Managerial

**Geographic Scope**:Global

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Help maintain the BAT Network and Unified communication infrastructure with collaboration with our partners
- Serve as a primary point responsible for the overall health, performance, and capacity of our Network infrastructure
- Assist in the roll-out and deployment of new product services and installations to new network infrastructure
- Work closely with development teams to ensure that platforms are designed with "operability" in mind
- Function well in a fast-paced, rapidly changing environment
- Monitor and provide input on practices and processes to own and drive the implementation of improvement strategies and plans
- Manage new business demand and requests
- Manage Third Party Support partners to drive service operation
- Engagement with Solution Architect to establish service roadmaps
- Adhere to all BAT standards, governance, and compliance
- Involve in regulating expenditures, analyzing variances, and conducting forecasts to identify requirements for preparing annual budgets
- A proactive approach to spotting problems, areas for improvement, and performance bottlenecks
- Perform IT administration and management duties as part of plans for enhancing IT services

**CAN THIS BE YOUR FUTURE ROLE?**
- Do you have 6+ years of experience in service management?
- Do you have WAN, LAN, and/or Cloud Proxy infrastructure experience?
- Do you have an advanced English level?

**ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE**
- Degree educated with relevant professional qualification.
- 6+ years of work experience related to the management of complex IT Services environment
- Breadth of knowledge of IT Service Management (ITIL) best practices, including Incident Management, Change Management, Management and Service Request Fulfilment
- Experience in large global organizations using in-sourced and out-sourced IT services and a wide working knowledge of global network services management
- Breadth of knowledge of IT Service Management (ITIL) best practices, including Incident Management, Change Management, Management and Service Request Fulfilment
- Experience in large global organizations using in-sourced and out-sourced IT services and a wide working knowledge of global network services management
- Relationship management and conflict resolution skills
- Practical knowledge of Agile, DevSecOps, Cisco Certifications or equivalent

**BENEFICIAL**
- Experience with Cloud Proxy solution
- Experience with AWS, Azure or similar cloud platforms
- Experience of working in a regulated environment, preferably SOx and GDPR, or in a country with high standards of data protection

**WE ARE BAT**

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies

**BELONGING, ACHIEVING, TOGETHER**

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference



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