IT Service Delivery Manager

hace 1 día

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

About This Role

We are seeking a highly skilled IT Service Delivery Manager to oversee the day-to-day delivery of services to our Corporate functions.

This role will involve reviewing and optimizing the quality of service provided by third-party IT providers using standard service management methodologies, including continued service improvement.

The IT Service Delivery Manager will work closely with functional IT and user representatives to review performance, drive improvement activities, and support the implementation of new support requirements and solutions.

Key Responsibilities

  1. Manage ongoing service delivery and service support to meet agreed customer requirements.
  2. Drives improvement activities in cooperation with user communities, third parties, and internal IT organization.
  3. In case of incidents, support the internal incident management organization and provide support for stakeholder management.
  4. Evaluates business risks and issues related to operational incidents, potential changes, and internal audit reports.
  5. Assists in RCA completion and supervises preventive actions implementation.
  6. Conducts internal and external service review meetings.
  7. Analyzes and reviews vendor performance against contract and agreed OLA/SLAs.
  8. Designs, implements, and oversees execution of governance controls (SOx, GDPR, IT security).
  9. Supports audit activities and drives the implementation of audit remediation activities.
  10. Manages execution of periodic activities, such as DR tests, certificate renewals, and etc.
  11. Collaborates with end markets and support teams to smoothly implement technical and functional activities.
  12. Collaborates with project teams, supporting them in planning and preparations of environments, quality control of coming changes.
  13. Manages system stabilizations, supervises service improvements, and implementation of innovations.
  14. Manages ongoing run cost for the service line.
  15. Supports implementation of new services and ongoing changes to ensure a fast implementation without impacting service quality or compliance. Ensures supplier readiness for support, e.g., Knowledge Transfer completed.

About You

We are looking for an experienced IT Service Delivery Manager with a proven track record of working in IT services environments.

This role requires a university degree and at least 5 years of experience working in IT services environments, with a proven track record of having worked in a role facing user representatives and proven communication skills to non-IT personnel.

The ideal candidate will have experience working in large complex global organizations using in-sourced and out-sourced IT service providers in a global capacity, knowledge of ITIL (V4) processes and best practices, a technical background in programming, and work experience in a SOx controlled environment, good understanding of data confidentiality, and a proven record of supporting/responding to audits.

About BAT

At BAT, we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation.

We are a global top employer with 53,000 BAT people across more than 180 markets, brands sold in over 200 markets, made in 44 factories in 42 countries, and newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.

We are a diversity leader in the Financial Times and International Women's Day Best Practice winner and a Seal Award winner - one of 50 most sustainable companies.

Join Our Team

Collaboration, diversity, and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals.

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