IT Service Management Analyst

hace 4 semanas

Xico, México British American Tobacco A tiempo completo

Job Summary

British American Tobacco is a leading global tobacco company that is evolving at pace into a multi-category business. We are on a mission to decrease the health impact of our industry by innovating and transforming our products and services.

About the Role

We are seeking an IT Junior Service Management Analyst to join our team in Monterrey. This role will be responsible for ensuring the stability, efficiency, and silent running of IDT services by underpinning contracts (SLA) and driving towards a special IDT user experience.

Key Responsibilities

  • Lead projects and initiatives across the region, ensuring accurate handover through the execution of the Service Transition.
  • Implement exploitation of opportunities for digital acceleration and transformation in the region through collaboration with the respective enablement and excellence teams in the Tech Hubs.
  • 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.
  • Handle the commercial and operational relationships with vendor(s).
  • Support the planning, assessment, and execution of business releases and changes while ensuring compliance critical metrics across the respective IDT Services processes are maintained across the region.
  • 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 and drive for resolution through direct management and engagement of relevant IT functions.
  • Act as point of coordination for changes to Service Levels (extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider) and ensure 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 (First Call Resolution, Time to Resolve, Time to implement, User happiness surveys).
  • Work closely with the global service lines and regional Service Line Managers on operational issues & partner concerns and support the availability of JML, IAM, Directory Services infrastructure services by working with relevant vendors in critical issue or incident management processes and drive regulatory (SOx) and security-related compliance activities related to Marketing DBS portfolio.

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