To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey! BAT MEXICOIS LOOKING FOR A IT SERVICE MANAGER SENIORITY LEVEL: Managerial FUNCTION: DBS Global Application Service - Corporate Solutions LOCATION: Monterrey, MX ROLE POSITIONING AND OBJECTIVES Ensures the day-to-day delivery of a set of services by third party IT providers to BAT's Corporate functions such as Finance, Legal and Human Resources. This includes reviewing and optimising the quality and of the service provided by the suppliers using standard service management methodologies, including continued service improvement. The role will work closely with representative of functional IT and user representatives to review performance of existing service, drive improvement activities and support the implementation of new support requirements and solutions. Reports to: Solution Center Manager Reporting Level: Managerial Geographic Scope: Global WHAT YOU WILL BE ACCOUNTABLE FOR Manage ongoing service delivery and service support to meet agreed customer requirements. Drives improvement activities in cooperation with user communities, third parties and internal IT organisation. In case of incidents, support the internal incident management organisations and provides support for stakeholder management. Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports. Assists in RCA completion and supervises preventive actions implementation. Apply processes to govern change and to ensure compliance to global standards. Conducts internal and external service review meetings. Analyse and review vendor performance against contract and agreed OLA/SLAs. Design, implements and oversees execution of governance controls (SOx, GDPR, IT security). Supports audit activities and drives the implementation of audit remediation activities. Manage execution of periodic activities, such as DR tests, certificate renewals and etc. 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 of coming changes. Manages system stabilisations, supervises service improvements and implementation of innovations. Manage ongoing run cost for the service line. Supports implementation of new services and ongoing changes to ensure a fast implementation without impacting the service quality or compliance. Ensures supplier readiness for support, e.g. Knowledge Transfer completed. ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE Have a University Degree 5 years of experience working in IT services environment. Proven track record of having worked in a role facing user representatives and proven communication skills to non-IT personnel Experience working in large complex global organisation using in-sourced and out-sourced IT service providers in a global capacity Knowledge of ITIL (V4) processes and best practices A technical background in programming Work experience in a SOx controlled environment, good understanding of data confidentiality, proven record of supporting/responding to audits BENEFICIAL Experience of working in regulated environments Exposure to analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications Working with integrated applications including Software As A Service (SAAS) Certification in ITIL (V4) or equivalent Agile or DevOps methodologies WE ARE BAT At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT. Global Top Employer with 53,000 BAT people across more than 180 markets Brands sold in over 200 markets, made in 44 factories in 42 countries Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations Diversity leader in the Financial Times and International Women's Day Best Practice winner Seal Award winner – one of 50 most sustainable companies BELONGING, ACHIEVING, TOGETHER Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!