BAT Vacancies 2024 Apply Here BAT Careers @www.bat.com

BAT is evolving at pace – truly like no other organisation.

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!

SENIORITY LEVEL: Junior – Mid Management

FUNCTION: Digital Business Solutions

SALARY RANGE: Competitive salary + excellent benefits + market leading bonus

LOCATION: Cape Town

REPORTS TO: IDT Senior Service Service Management Analyst

GEOGRAPHIC SCOPE: South Africa – ESA DRBU

ROLE POSITIONING AND OBJECTIVES

Responsible for managing and monitoring IDT Service Level Agreements and ensuring that Service Providers meet the required service 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 delivering a world class user experience.

WHAT YOU WILL BE ACCOUNTABLE FOR

• Analyse and review Service Performance against the SLAs, OLAs and XLA (UX – User Experience)
• Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
• Review outstanding actions from previous Reviews.
• Current Performance.
• Reviews Service Levels and targets (where necessary).
• Reviews underpinning agreements and OLAs as necessary
• Agree with appropriate actions to maintain improve Service Levels.

• Initiates any actions required to maintain or improve IDT Service Levels
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with, and controls any amendments necessary.
• Ensures that appropriate changes are assessed for their impact on service levels
• Responsible for managing services across the pillars
• Budget holder for the LSC (Local Service Contracts) throughout the SOP cycle and engages with IT Demand including CAPEX spend for capturing any demand signals
• Manages local services suppliers, including MWP services, if locally delivered
• 1st level escalation point and focus for any End Market engagement activities
• Monitors and ensure compliance for related to IT Services processes
• Responsible for IT and EUS service delivery to BATSA across various business units including Trade, factory, and Commercial Business Unit.
• Responsible for building and maintaining effective operational and tactical relationships in support of the supplier engagement model
• Study incident statistics and reports on failures, trends, and successes. Suggestions to continuously improve process or procedure, as a result of analysis
• Ability to follow BATSA and BAT Global business processes (i.e. structures, systems, and approval methods) while ensuring local suppliers align their internal processes to those of the broader BAT environments
• Service Integration and Aggregation Management of multiple suppliers to ensure a smooth and seamless support process for projects and BAU.
• Catalyst to innovation, customer centricity, collaborative arrangements, Incremental outsourcing, large scale outsourcing, deployment strategies, legacy systems decommission or retrofitting new technology with support of the Technology and Application Services pillars
• Tactical sourcing process (Procurement, Legal External Affairs – LEX) ensure best value at lowest cost
• Accountability and ownership of internal (General Management Audits) and external audits.
• Risk management and compliance including yearly IT Service Continuity (ITSC) tests and ensuring DR (i.e. Redundancy) is up to standard.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Good communication skills: oral, written, presentation, facilitation
• ITIL knowledge beyond theory.
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
• Ability to work under pressure, handle stressful situations in a calm manner
• Relationship management and conflict resolution skills
• The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners – to articulate and remedy service level issues
• A good understanding of the organization’ services provided and customers/users
• A good understanding of the organization’s business and how IT contributes to it
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction

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!

BATSA is an equal opportunity employer who believes in the power of a truly diverse workforce. Preference will be given to suitable candidates from designated groups as we aim towards achievement of our Diversity, Inclusion and Belonging strategy and Employment Equity plan.

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