IT Service Management Analyst

hace 2 semanas

Ciudad de México, Ciudad de México British American Tobacco A tiempo completo

BAT is evolving at pace into a global multi-category business.

This role will be accountable for stability, efficiency & silent running through management & monitoring of IDT services by underpinning contracts (SLA); driving towards a special IDT user experience, sustain continued compliance of the IT estate in the respective geographic scope while landing IT - transformations that will empower and excite our users. It will be supporting Marketing Platform Services portfolio in ensuring service continuance.

Your key responsibilities will include:

  • Lead projects and initiatives across the region and ensure accurate handover through the execution of the Service Transition and 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 and handle the commercial and operational relationships vendor(s).
  • Support the planning, assessment and execution of business releases and changes while ensures 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 ensures appropriate actions are taken to maintain and/or improve service levels and coordinates end user critical issue and drives for resolution through direct management and engagement of relevant IT functions.
  • Acts 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 ensures 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 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.

What are we looking for?

  • Proficient in English communication: oral, written, presentation, facilitation.
  • Practical knowledge of ITIL methodology.
  • Credibility and trust; ideally has earned the respect of IDT managers and other business managers at all levels.
  • Ability to work under stress, handle stressful situations in a calm manner and relationship management and conflict resolution skills.
  • The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical authorities, process owners - to articulate and remedy service level issues.
  • A good understanding of the organization's services provided and customers/users and Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
  • AGILE Certifications and Salesforce Certifications are Desirable.
  • Bachelor's degree or equivalent experience in System Engineering.

What we offer you?

  • 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. Seize the opportunity and own your development; your next chapter starts here.
  • You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills.
  • We prioritise 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, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the 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.

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience.

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