Service Manager for Marketing Applications

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:

Ensures the day to day delivery of a set of services by third party IT providers to BAT’s Marketing functions. With the good team and vendors collaboration skills ensures flexibility and speed in addressing business and technical requirements. Supervises following of governance for managed systems, defines framework (version controls, quality checks and acceptance criteria for coming changes). The role will work closely with representative of functional IT and user representatives to review performance, drive improvement activities and support implementation of new requirements and solutions.

OVERALL ACCOUNTABILITIES v DAY TO DAY ACTIVITIES

• Implementation and supervising the use of service models for managed systems
• In case of incidents, support the internal incident management organizations and provides support for stakeholder management
• Assists in RCA completion and supervises preventive actions implementation
• Cooperation with end markets and support teams with objective to smoothly implement technical and functional activities
• Collaboration with project teams, support them in planning and preparations of environments
• Quality control:
  o Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports
  o Completeness, accuracy and sign-off for Impact assessments
• Participate in internal / external service review meetings
• Ensures completeness of system monitoring
• Drives efficient configuration of allocated infrastructure (performance tuning, implementation of recommendations)
• Design, implements and oversees execution of governance controls (SOx, GDPR, IT security)
• Manages system stabilizations, supervises service improvements and implementation of innovations
• Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports.
• Responsible for execution of periodic activities such as disaster recovery tests, certificate renewals.

CORE RELATIONSHIPS

• Peer group and internal customers across IT Services, Projects and BAT business areas
• IT Projects– agrees and manages accountabilities and shared responsibilities. Collaborates to assure the design, testing, release, deployment and improvement of operational services
• Service Architecture – understand and effectively apply standard ITSM processes. collaborate to ensure effective transition of services and process improvement
• 3rd Party Vendors – non-commercial supplier relationships focused on operational / project activities

ESSENTIAL EXPERIENCE

• Degree Educated, with at least 5 years of experience working in IT Services environment
• Proven track record of having worked in a role facing Trade Marketing user representatives and proven communication skills to non-IT personnel
• Experience in large global organization using in-sourced and out-sourced IT services
• Working with highly integrated applications including Software As A Service.
• Must have technical and supplier management experience in some of the following areas:
  - Experience in service management for E-commerce, B2B, B2C and/or CRM solutions
  - Customer relationship management concepts and their design across multiple channels and platforms
  - Technology infrastructure experience, including cloud IaaS
  - Integration platforms, patterns, design
  - Security concepts for internet facing solutions, SSL certificate management
• Skilled facilitator, with the ability to effectively manage discussions toward outcomes and results

NICE TO HAVE EXPERIENCE

• Experience in Salesforce or Siebel CRM deployments, administration
• Experience in Hybris solutions deployments and maintenance
• Experience with design, configuration of Dynatrace monitoring solutions
• Certification in ITIL or equivalent, Agile or DevOps methodologies
• Knowledge and understanding of FMCG
• Working in a regulated environment (SOx, GDPR)
• Exposure to state-of-the-art analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications
• Experience in Data/Analytics and Web Services