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IT Service Level Manager
hace 3 meses
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
British American Tobacco Chile has an exciting opportunity for an IT Service Level Manager in Santiago
This role is part of the IT Function.
The role is responsible for An IDT Services Operations Manager (SOM) plays a crucial role in an organization by ensuring that the IT services meet the agreed-upon standards of performance, reliability, and availability. The impact of a Services Operations Manager in an organization can be summarized in several key areas: Customer happiness, performance improvement, resource optimization, risk management, strategic alignment, regulatory compliance, innovation and growth and collaboration and team building.
Your key responsibilities will include:
On-going service delivery and service support in order to meet agreed customer requirements. Develop / deploy new / changed application / technology services. Improve End-User experience through Digital solutions. Definition of service models. Assessment of the impact of new services or changes to existing services and use agreed global, standardised IT Service Management processes. Monitoring of outsourced service delivery and maintain service standards and service catalogues. Raise / resolve issues • Participate in internal / external service review meetings. Collate required data and reports for analysis and facilitate service & performance monitoring.What are we looking for?
Bachelor’s degree or equivalent experiencein Information Technology, Computer Science, Business Administration, or a related field is typically required. A master’s degree or equivalent experience can be an advantage. Certifications: Certifications such as ITIL (Information Technology Infrastructure Library), ISO/IEC 20000, or other service management qualifications are highly beneficial. IT Service Management (ITSM): Extensive experience in ITSM practices, tools, and methodologies is essential. Familiarity with ITIL standard processes is ofcrucialtial. Performance Monitoring Tools: Experience with tools used for supervising and reporting on service performance (e.g., ServiceNow) Partner Management: Ability to handle relationships with key stakeholders, including customers, senior management, and cross-functional teams. Communication Skills: Strong verbal and written communication skills for crafting reports, presenting findings, and negotiating SLAs. Conflict Resolution: Skills in resolving conflicts and handling complaints optimally. Proficient in English (written and verbal) is a must, Portuguese is a plus. 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.
