BAT is evolving at pace into a global multi-category business.  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!

JobDescription

Job Title

IDT Service Level Manager 

Job Grade

G35

Reports To

Head of Marketing Transformation

Function

IDT

Sub Function

IDT/MKT

Location

Head Office

Date

29 – Jan – 2025

Dimension

Detail

Direct reports

1

Business context

Manage IT infrastructure of Head Office, Marketingoffices, factories.Manage and control IT budgets as per assigned domain.Understanding of industry technology and digital trends and associated benefits in application to BAT's overall business strategy.Understanding the overall Enterprise Architecture and assessing the degree of conformance of existing and new business processes.Partnership with Business Functions to develop business Service Level requirements and lead all aspects of Service Level implementation.Collaborate with regional and global teams to coordinate projects and activities, ensuring alignment with strategic objectives and best practices.Understand the background, issues, and implications of company and functional strategic imperatives.

Key Accountabilities

SLM responsibilities:

Lead and develop a team to manage IDT services, including end-user devices, LAN/WAN networks, servers, VC solutions, and applications. This involves setting clear objectives, providing regular feedback, and fostering a culture of continuous improvement and innovation. Ensure the team is equipped with the necessary skills and knowledge through training and development programs. Drive performance management processes, mentor team members, and support career growth initiatives. Promote collaboration and knowledge-sharing within the team and across other functions to enhance service delivery and operational efficiency.Establish and maintain strong partnerships with Function Managers and key stakeholders across other functions to ensure IT services align with business objectives. Act as a trusted advisor by understanding their needs, addressing challenges, and identifying opportunities for continuous improvement and innovation. Overall accountability of SLA including application and services (local & external)Oversee cybersecurity-related activities, including patch management, vulnerability management, and compliance with security policies and best practices, ensuring alignment with BAT Standards and industry regulations. Collaborate with internal and external stakeholders to implement and enforce security measures, conduct regular assessments, and drive continuous improvements to mitigate risks and enhance the organization's security posture.Ensure proper governance of user and access management processes, including role-based access control, periodic access reviews, and adherence to security policies.Local and Global Vendor Management related to all IDT services side changes and new implementationsContracts management elated to vendors, services, and applications, ensuring alignment with business goals, compliance with BAT policies, and legal requirements. Oversee negotiations, renewals, and performance monitoring to optimize value, mitigate risks, and maintain service quality. Collaborate with procurement, legal, and finance teams to ensure cost-effectiveness and continuous improvement in vendor relationships.Supporting in Audits from IDT services scopeBudget management for Services projects and Local Service CatalogueServices Desk SLA managementPlan and lead lifecycle management, optimization roadmaps and risk analysis for IDT Services assetsActively manage of service performance across IDT services, driving service reviews and improvement activities across functions

Knowledge, Skills and Experience

ExperienceIdeally, not less than 6 years’ experience in IT services with Bachelor’s degree in information technology, computer science or equivalentHaving IT related training, e.g. CCNA , ITIL, Linux, and managing/configure VX rail environment is big plus

Functional Knowledge & Skills

Comprehensive understanding of servers, networks, and application development life cycle, including deployment, maintenance, and optimization of IT infrastructure to support business operations efficiently.Proficient in project management methodologies, ensuring the successful planning, execution, and delivery of IT initiatives within scope, time, and budget constraints.Strong stakeholder management and decision-making abilities, enabling effective collaboration across functions, negotiation with vendors, and alignment of IT strategies with business goals.Expertise in budget management and contract management, ensuring cost-effective service delivery, vendor compliance, and value-driven investment in IT resources and services.

Managerial & Interpersonal Skills

Strong analytical and qualitative analysis skills, enabling data-driven insights, problem-solving, and continuous process improvements to enhance service delivery and operational efficiency.Proven ability to work under critical situations and pressure, maintaining composure, prioritizing tasks, and delivering results under tight deadlines and challenging circumstances.Excellent presentation skills, capable of articulating technical concepts to diverse audiences, ensuring clarity, and driving stakeholder engagement through well-structured communication.Strong team management abilities, fostering a collaborative work environment, mentoring team members, and driving performance to achieve business and IT objectives effectively.

What we offer you?
•    We offer a market leading annual performance bonus (subject to eligibility)
•    Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
•    Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
•    You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
•    We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values. We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles. We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.

We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply. Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

We take pride in being a Disability Confident Employer. If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for. We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.