IDT Service Manager

hace 3 semanas


Monterrey, Nuevo León, México British American Tobacco A tiempo completo

Job Title: IDT Service Manager

About the Role:

This role is part of the IDT Department at BAT Mexico. As an IDT Service Manager, you will be responsible for monitoring Service Level Agreements and ensuring that they meet the required levels.

Key Responsibilities:

  • Analyse and review the Americas services landscape.
  • Maintain regular performance review process with both IT customers and service providers.
  • Recommend and approve actions to maintain or improve service levels.
  • Coordinate and support troubleshooting.
  • Initiate actions required to maintain or improve performance and stability.
  • Conduct periodic user reviews.
  • Ensure appropriate changes are assessed for their impact on service levels.
  • Recommending, reviewing and approving Service Improvement Plans.
  • Participate in crisis management teams for high priority incidents.
  • Evaluation of business risks and issues related to operational incidents and take appropriate and timely actions.
  • Engaging partners and handling their expectations on the agreed upon SLAs.
  • Provide support in organizational change process coordination.

Requirements:

  • Bachelor's Degree in Computer Science or equivalent.
  • 2 to 5 years of work experience in the management of IT technology and infrastructure services.
  • Experience in global organizations using in-sourced and out-sourced IT services and a familiarity with IT services management tool like ServiceNow.
  • Knowledge of IT Service Management (ITIL) best practices, including incident and problem management and request fulfilment processes.
  • Good oral and written communication skills. Presentation skills is desirable.
  • Track record of developing and maintaining positive working relationships with stakeholders.
  • Ability to work under pressure and conflict resolution skills.
  • Understanding of an organization's IT landscape and services IT provides specifically in the infrastructure and technology areas.
  • Innovative thinking with a focus on service quality and improvements.
  • Experience in project management principles.
  • Background in management and delivery of agreed upon service levels from suppliers.
  • Experience managing high severity incidents and driving incident resolution through follow-ups.
  • Supports services review process by providing data, metrics and analysis.
  • Ensures compliance including delivery of remediation activities.
  • Participates in the CAB meetings.
  • Facilitates and drives collaboration between suppliers and IT stakeholders.

About BAT Mexico:

BAT Mexico is a leading tobacco and nicotine products company with a strong presence in the region. We are committed to delivering quality products and services to our customers while promoting a culture of innovation and excellence.



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