.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 a IT Senior Service Manager in Monterrey.This role will be responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in Operations.The perfect candidate should have hands-on experience in handling day-to-day defects and issues resolution, leading crises, engaging collaborators, and coordinating external business partners and vendors. The role would also require understanding/basic knowledge on Supply Chain and specifically Planning areas and supportive applications/tools.Your key responsibilities will include:Analysis and reviews Application Landscape.Maintaining the regular performance review process with both the IT Customer and Service Provider which covers: Review outstanding actions from previous Reviews, Current Performance, Capacity planning, Business release management, patch management and audit requirements and agreement with appropriate actions to maintain/improve Service Levels.Coordinates and support troubleshooting and initiates any actions required to maintain or improve performance and stability.Conducts annual user reviews and ensures that appropriate changes are assessed for their impact on service levels.Accommodating Service Improvement Plans and being involved in/or chairs the crisis management team for high-priority incidents impacting Coordinated Supply Chain Planning service.Effective evaluation of business risks and issues related to operational incidents and follow appropriate risk management processes and take appropriate and timely actions.Engaging partners and handling their expectations on the agreed service level.Support in change management process coordination.What are we looking for?University degree or equivalent experience, with 9 to 12 years of work experience related to the management of sophisticated IT Services environment with experience in: deploying cloud-based Supply Chain solutions and Agile & DevOps model setup and execution is desirable and Project Management fundamentals/experience: Waterfall/Agile/Hybrid.Experience in large global organizations using in-sourced and out-sourced IT services and a wide solid understanding of global applications services management.Breadth of knowledge of IT Service Management (ITIL) standard methodologies, including Incident Management, Problem Management and Request Fulfilment
