IDT Service Manager at British American Tobacco (BAT)

• SENIORITY LEVEL: Middle Management
• FUNCTION: Digital Business Solutions
• SALARY RANGE: Competitive salary + excellent benefits + market leading bonus
• REPORTS TO: Senior IDT Services Manager: SSA (Sub Saharan Africa)
• GEOGRAPHIC SCOPE: East African Markets

ROLE POSITIONING AND OBJECTIVES

1. Responsible to ensure optimal services management across multiple End Markets in East African Markets, especially commercial and corporate functions and to ensure optimal functionality and availability of digital workplaces (physical and virtual), tools and digital technology.
2. Support the digital transformation of East African Markets through product ownership and management including but not limited to automation and innovation (fit-for-purpose toolset leveraging existing platforms especially O365) and skillset development (employee upskilling in digital technology).
3. Management of diverse partner and vendor relationships in line with 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.

WHAT YOU WILL BE ACCOUNTABLE FOR

1. Responsible for managing services across the pillars, notably Corporate (Finance, Legal & External Affairs) and Commercial (Marketing) Functions and any company-wide events, initiatives or change management activities
2. Supports the Digital Transformation: fit-for-purpose tools in line with portfolio and platforms, and employee awareness and immersion to ensure optimal leverage and understanding of digital technology to improve productivity
3. Owns the IT Services Budget (Local Service Catalogue) throughout the S&OP cycle and engages with IT Demand for capturing any demand signals
4. Manages local services suppliers, including MWP services, if locally delivered. Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
5. 1st level escalation points and focus for any EM engagement activities
6. Monitors and ensure compliance for Control Navigator/Company Risk Register items related to IT Services processes

Leadership Capabilities:

1. Setting and orchestrating the digital & technology services roadmap for EAM
2. Ability to identify and engage stakeholders (BAT leadership & employees, vendors, partners, BAT global IDT Services, etc.) and build awareness of the external technology environment inside the company

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

1. Degree in relevant IT-related field (computer science/ technology/ engineering) – Master’s Degree an added advantage
2. Product Management / Ownership experience / certification – demonstrable understanding of design thinking for problem solving, and agile ways of working
3. At least 7 years’ work experience in a similar role (at least 3 years in IT management)
4. Demonstrable knowledge and application of IT Services Framework and Infrastructure Library (minimum ITIL v3) – mandatory
5. Clear and demonstrable understanding of the evolving technology landscape locally and globally
6. Good network of Bodies of Knowledge in IT and Digital Technology
7. Excellent interpersonal and both oral & written communication skills
8. Relationship management and conflict resolution skills
9. Appropriate level of maturity to provide credibility at senior levels
10. Innovative thinking with service quality, and its improvement, within limits of costs and business direction