.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 Mexico has an exciting opportunity for an IT Enterprise Solutions - SAP Service Operations in Monterrey.The SAP Service Operations role is responsible to ensure stable support operations and service delivery of the Global Enterprise Solutions systems within a DevOps environment. This manager role supports daily service operations in the Americas region and works alongside BAT's key strategic suppliers in ensuring high quality provision of various services to BAT (e.G. application support, network, hosting, etc.). This role is part of the Global De-Escalation Management team and supports the Senior Service Manager as an escalation point for the region for global Enterprise Solutions systems and interacts with many different partners in IT, across the functions and BAT end market teams as well.Your key responsibilities will include:Lead day to day (BAU) service operations for Global Enterprise applications in Americas region. This includes but not limited to: Incident management and triaging; Major incident management; System Monitoring & Automation to improve efficiencies of IT Operations; Continuous Improvement & Problem Management – delivering permanent fixes; Security & Compliance (including Sox).Work closely with the global service lines and regional SLMs on operational issues & customer concerns.Ensure alignment to agreed BAT global Target Operating Model (TOM) processes, and standardised ITIL IT Service Management processes.Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions.Ensure the appropriate quality control processes (e.G. SOx, audits) are in place and adhered to.Partner engagement & management across various levels within the organisation and with service providers.What are we looking for?Key vendors and service providers – e.G. ITC, SAP, etc.Regional IDT Services – Establishing network and relationships with regional Service Line Managers and Global Service Lines.Degree educated or equivalent experience, with 6-8 years' post graduate experience including the management of sophisticated IT Services environment.Experience in SAP ERP systems (FICO, cFIN, MM/WM, BASIS) covering functional or technical.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.Knowledge of standard process IT Service Management best practice (ITIL) including Incident Management and Problem Management and confirmed IT operations and service line management experience