IT Service Delivery Manager

hace 2 semanas

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

Transforming IT Services at British American Tobacco

We are seeking an IT Service Delivery Manager to join our team in Monterrey. As a key member of our IT Function, you will play a crucial role in ensuring the effective delivery and management of IT services for a portfolio of applications or a group of end markets.

Key Responsibilities:

  • Supervise the performance of suppliers who provide IT services to the organization, ensuring services meet required service levels as per ITIL standards and commercial contracts.
  • Lead day-to-day IT service operations for a specific portfolio of applications or a group of end markets, ensuring services are delivered efficiently, incidents are promptly resolved, and service requests are handled optimally.
  • Maintain strong working relationships with partners and 3rd party suppliers, collaborating with various teams to understand service requirements and align services accordingly.
  • Conduct regular service reviews to assess performance of IT services and ensure they meet encouraged service levels, supervising key performance indicators to identify trends and areas for improvement.
  • Match digital technologies to support business objectives using techniques such as eliciting and documenting requirements with partners, conducting rapid prototyping, producing business models, preparing cases, defining requirements, and technology readiness assessments.
  • Provide input to and/or assist in ensuring compliance with agreed standard methodologies, preparing account plans, budget proposals, resourcing plans, and project plans, creating and maintaining IT strategies.
  • Identify and raise issues impacting execution of strategic/operational/project plans.
  • Coordinate implementation of solutions, checking against initial requirements.

Requirements:

  • Bachelor's degree or equivalent experience in Information Technology, Computer Science, Business Administration, or a related field is typically required. A master's degree or equivalent experience can be an advantage.
  • Certifications: Certifications such as ITIL or other service management qualifications are highly beneficial.
  • IT Service Management (ITSM): Extensive experience in ITSM practices, tools, and methodologies is crucial. Familiarity with ITIL standard processes is essential.
  • Performance Monitoring Tools: Experience with tools used for supervising and reporting on service performance (e.g., ServiceNow).
  • Partner Management: Ability to maintain relationships with key partners, including customers, senior management, and cross-functional teams.
  • Fluent in English (written and verbal) is a must, and communication skills are required for creating reports, presenting findings, and negotiating SLAs.
  • Conflict Resolution: Skills in resolving conflicts and handling complaints effectively.
  • Knowledge on Operations service including solutions Global TnT, Modern BATLeaf, Coupa, Kinaxis will be an advantage.

What We Offer:

  • 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.
  • You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills.
  • We prioritize 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, color, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives, and thinking styles.
  • We see 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 (time out caring for family, parental leave, national service, sabbatical, and/or starting an own venture).

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