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Tech Service Management Specialist
hace 2 meses
**Job Summary**
We are seeking a highly skilled Tech Service Management Specialist to join our team at British American Tobacco. As a key member of our Digital Business Solutions - IDT team, you will be responsible for managing, maintaining, and providing cost-efficient solutions for our Global Network Centre of Excellence Services.
**Key Responsibilities**
- Manage and maintain our BAT Network and Unified communication infrastructure in collaboration with our partners.
- Serve as a primary point of contact 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.
- Engage 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.
**Requirements**
- 6+ years of experience in service management.
- WAN, LAN, and/or Cloud Proxy infrastructure experience.
- 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.
- 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.
