IT Service Manager

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry 
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

In this role, as an IT Service Manager, you will be responsible for seamless, efficient, stable, compliant, and secure End User Services Operations in the Region including Global Service Desk Operations, Incident & Crisis Management, End User Computing, and Identity and Access Management. 

Your key responsibilities will include:

• Acting as delegated Service Line Owner of the Region for respective service lines within the End User Services Operations, such as: Service Desk Operations, Incident & Crisis Management; End User Computing (Workplace Technology); Identity and Access Management. 
• Handling End User Services Operations in the Region according to SLAs. 
• Acting as Regional SPOC for End Markets, for global teams, and for other partners for any End User Services Operations -related matters including BAU, critical issues, improvements activities, projects, etc.. 
• Monitoring and reporting on regional End User Service Operations performance and IDT Services KPIs. 
• Driving Regional Service Reviews with and BAT and 3rd party suppliers addressing Service Performance and Continual Improvement activities. 
• Supporting any End User Services activities according to the “Follow the Sun” global operating model. 
• Driving regional activities related to projects and initiatives of End User Services Operations. 
• Driving exploitation of opportunities for digital acceleration, standardization, simplification, and transformation in the Region through collaboration with the respective enablement and excellence teams in the Tech Hubs 

What are we looking for?

• A minimum of 5 years’ proven track record of experience in any relevant fields of IT Service Management. 
• Deep experience with ITSM tools for service management, performance monitoring, and reporting. 
• Practical experience and knowledge of ITIL. 
• Excellent command in O365. 
• Ability to learn quickly and to achieve a deep understanding of the underlying technologies of the relevant services. 
• Good stakeholder management, including customers, senior management, cross-functional teams, and suppliers. 
• Analytical skills, innovative thinking, and a growth mindset. 
• Excellent communication, presentation, and facilitation skills in English (both oral and written). 
• ITILv3 or v4 certification represents an advantage.
• Deep experience with Service Now ITSM tool represents an advantage.
• Track record of technical and / or managerial experience in any of the relevant services, represents an advantage.

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 (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

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

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.