IT Service Operation Manager

3 weeks ago

Ho Chi Minh City, Vietnam British American Tobacco Full time

**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**

**BAT VIETNAM** **IS LOOKING FOR A IT SERVICE OPERATION MANAGER**

**SENIORITY LEVEL**:Senior professional
**FUNCTION**: DBS - Digital Business Solution
**SALARY RANGE**:Base Salary + Excellent Benefits + Performance Incentive
**LOCATION**:Ho Chi Minh City, Vietnam

**ROLE POSITIONING AND OBJECTIVES**

Land simplification initiatives within the DBS portfolio through digital transformation and accelerate opportunities within the end market through the respective C4E and Centre of Excellence teams including. Tech Hub. Accountable for stability, efficiency & silent running through management & monitoring of DBS services by underpinning contracts (SLA); driving towards a world class DBS user experience Sustain continued compliance of the DBS estate in the respective geographic scope while landing DBS transformations that will empower and excite our users.

**Reports to**:IT Service Operation Manager
**Reporting Level**:Managerial
**Geographic Scope**:Cluster / end-market according to time-zone

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Manage service performance against Service Level Agreement and Operational Level Agreement across DBS services consumed in the end market and reports regularly against agreed targets.
- Executes Service Review activities and ensures appropriate actions are taken to maintain and/or improve service levels.
- Coordinates end user escalation and drives for resolution through direct management and engagement of relevant DBS functions.
- Acts as point of coordination for changes to Service Levels (e.g extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
- Accountable for the management and tracking of the local DBS services budget
- Manages the relationship and plays the role of vendor manager for any DBS services procured locally
- Ensures all changes are assessed for their impact on existing service levels
- Land projects and transformation in the end markets and ensure proper handover through the execution of the Service Transition process.
- Ensures readiness of the DBS estate plans to support the invocation of Service Continuity actions
- Execute exploitation of opportunities for digital acceleration and transformation through collaboration with the respective enablement and excellence teams incl. Tech Hub

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- Good communication skills: oral, written, presentation, facilitation
- Practical knowledge of ITILV4, Lean and Agile methodology
- Credibility and trust; ideally has earned the respect of DBS 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’s 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
- Knowledge and management experience in digital technology (e.g. robotics, API, IOT, big data,) will be an added advantage

**BENEFICIAL**
- Exposure in FMCG/ MNC industry

**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

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