IT Junior Service Management Transformation Specialist

hace 1 mes

Xico, México British American Tobacco A tiempo completo

Company Overview

British American Tobacco is a global leader in the tobacco industry, with a diverse portfolio of brands and products. As we continue to evolve and grow, we are seeking talented individuals to join our team as IT Junior Service Management Transformation Specialists.

About the Role

We are looking for a highly motivated and detail-oriented individual to support the stability, efficiency, and silent running of IDT services by underpinning contracts (SLA). The successful candidate will drive towards a special IDT user experience, sustain continued compliance of the IT estate in the respective geographic scope, and land IT transformations that will empower and excite our users.

Key Responsibilities

  • Lead projects and initiatives across the region, ensuring accurate handover through the execution of the Service Transition, and implement exploitation of opportunities for digital acceleration and transformation in the region.
  • Review and report service performance against SLAs and OLAs across IT services consumed in the region, driving service reviews and improvement activities across geographies and functions in the region.
  • Support the planning, assessment, and execution of business releases and changes, ensuring compliance with critical metrics across the respective IDT Services processes.
  • Monitor, analyse, and report service performance against SLAs and OLAs across IDT services consumed in the end market.
  • Support Service Review activities and ensure appropriate actions are taken to maintain and/or improve service levels and coordinate end-user critical issues, driving for resolution through direct management and engagement of relevant IT functions.
  • Act as a point of coordination for changes to Service Levels, ensuring all changes are assessed for their impact on existing service levels.
  • Lead BAU services for End User Services and Global Service Desk to ensure suppliers deliver and meet contractual SLAs and obligations.

Required Skills and Qualifications

The ideal candidate will have:

  • Proficient English communication skills: oral, written, presentation, facilitation.
  • Practical knowledge of ITIL methodology.
  • Credibility and trust; ideally has earned the respect of IDT managers and other business managers at all levels.
  • Ability to work under stress, handle stressful situations in a calm manner, and 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 services provided and customers/users and innovative thinking with service quality and its improvement within limits of costs and business direction.

Benefits

We offer a competitive salary of $80,000 - $100,000 per year, plus a range of benefits, including diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives.

Ongoing Development

You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills, and you'll be 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.

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