Idt Service Manager

**BAT MEXICO IS LOOKING FOR A IDT SERVICE MANAGER****JOB TITLE: IDT SERVICE MANAGER****FUNCTION: DIGITAL BUSINESS SOLUTIONS****CITY & COUNTRY: MONTERREY, MEXICO****ROLE SUMMARY****What are the key objectives and expectations from this role.**As a IT Service Manager you will work within Mexico DBS function, responsible for supervising Service Level Agreements and ensuring all performance indicators reach desired levels. This role ensures that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate to the agreed service level target.**Reports to**:Regional IDT Service Manager.**ACCOUNTABILITIES**- Responsible for managing services across DBS pillars- Owns the Local Service Catalogue throughout the S&OP cycle and engages with IT Demand for capturing any demand signals. Budget management of ongoing costs and projects.- Manages local services suppliers, including MWP services, if locally delivered- Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews- 1st level issue point and focus for any EM engagement activities- Monitors and ensure compliance for Controls items related to IT Services processes- Support and ensure execution of global and local initiatives regarding to transformation services- End User Projects (KLO - Keep the Lights On)- Analyses and reviews Service Performance against the SLAs and OLAs.- Maintains the regular Service Level review process with both the IDT Customer and Service Provider which covers:- Review outstanding actions from previous Reviews- Current Performance- Reviews Service Levels and targets (where necessary)- Reviews underpinning agreements and OLAs as necessary- Agree with appropriate actions to maintain / improve Service Levels.- Coordinates troubleshooting- Initiates any actions required to maintain or improve processes.- Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with, and controls any amendments necessary.- Acts as co-ordination point for changes to Service Levels required (i.e., extra support hours requested by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)- Ensures that appropriate changes are assessed for their impact on service levels- Accommodating Service Improvement Plans / Programs within the Services Level Management (SLM) process**EXPERIENCE, SKILLS, KNOWLEDGE****CRUCIAL****Experience Required**- Degree in IT Services environment and /or business facing IT roles or related areas.- Good interpersonal skills (Spanish and English): oral, written, presentation, facilitation.- ITIL knowledge beyond theory.- Credibility and trust; ideally has earned the respect of IT managers and other business leaders at all levels.- Ability to work under stress, handle stressful situations in a calm manner.- Relationship management and conflict resolution skills.- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues.- Good understanding of the organization’ services provided and customers/users.- A good understanding of the organization’s business and how IT supplies to it.- Innovative thinking with service quality, and its improvement, within limits of costs and business direction.**BENEFICIAL**- Experience using Service NOW and know all its uses.- Have experience in ITIL and its respective certificate.- Agile Certification.