Helpdesk and Incident Manager

British American Tobacco (BAT) is one of the World’s leading consumer goods companies, with brands sold around the globe. Our vision is to “Transform Tobacco” and our industry, so - during 2019 - we are setting up a new Tech Hub in Poland to support and drive our digital transformation. This is the start of the journey and we are looking for team player who is passionate about change and ready to support us in making digital part of our DNA.

PURPOSE STATEMENT

This role is accountable to run service operations through follow-the-sun model for the End User Services (EUS) and Global Service Desk (GSD) operations. This encompasses managing day-to-day operational escalations across various global service lines supported by the Global Service Desk, incident and crisis management and supplier management to deliver against agreed SLAs for the EUS & GSD services. The role also ensures that all relevant processes such as Incident Management, Problem Management, Request Management, etc. adhere to global IT standards / SOX policies, procedures and controls.

OVERALL ACCOUNTABILITIES v DAY TO DAY ACTIVITIES

• Manage BAU services for EUS and GSD to ensure suppliers deliver and meet contractual SLAs and obligations (FCR, TTTR, TTTI, IMF, etc.)
• Work closely with the global service lines and regional SLMs on operational issues & escalations
• Ensure alignment & holistic view of service delivery (avoid “silo” mentality)
• Responsible for SOX compliance on incident control
• Ensure alignment to agreed global, standardized IT Service Management processes e.g. Incident Management, Problem Management, Request Management, Supplier Management, Service Transition Management, Configuration & Asset Management, Knowledge Management, etc.
• Ensure effective evaluation of business risks and issues related to operational incidents.
• Implement appropriate risk management processes and take appropriate and timely actions.
• Drive and track operational plans, service level agreements and monitor implementation to ensure targets are met

CORE RELATIONSHIPS

• Must be credible up to and including Global Service Operations leadership team
• Regional IDT Services – Establishing network and relationships with regional SLMs
• Global service lines – Establishing network and relationships with the various Global service line owners
• Service Architecture, Design & Transition and Service Integration – collaborate to ensure effective transition of services and process improvement

ESSENTIAL EXPERIENCE

• Degree Educated, with 6-8 years post graduate work experience including the management of complex IT Services environment
• Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of global applications services
• Breadth of knowledge of best practice IT Service Management best practice (ITIL) including Incident Management, Problem Management and Request Fulfilment
• Proven IT operations, service desk, supplier management and service line management experience
• Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs

NICE TO HAVE EXPERIENCE

• Experience in Data and Analytics – leveraging data to generate operational insights to action to drive higher operational efficiencies, innovation opportunities and increased value proposition
• Experience with Cherwell service management solution
• Experience in SOX compliance or similarly managing internal process and compliance controls against defined IT processes