British American Tobacco (www.bat.com) is a market leading, global organisation with a long, established history and a bright and dynamic future.
Thanks to our people we have continued to deliver growth and exceed expectations in an increasingly complex and challenging marketplace.
Our aim is to become the leading tobacco company in each of our markets by providing excellent products with confidence and responsibility expected of global consumer brands.
JOB TITLE : Service Management Analyst
REPORTS TO : IT Senior Service Manager
FUNCTION : IT
CAREER FAMILY : IT Services Analyst
Responsible for monitoring 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.
Strategic Scope Ensures processes SLAs Reporting Level Manage small teams Geographic Scope Cluster according to time-zone Complexity Size / importance of geography and volume of SLAs
T YPICAL ACCOUNTABILITIES
Analyses and reviews Service Performance against the SLAs and OLAs.
Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers :
a. Review outstanding actions from previous Reviews;
b. Current Performance;
c. Reviews Service Levels and targets (where necessary);
d. Reviews underpinning agreements and OLAs as necessary
e. Agree with appropriate actions to maintain / improve Service Levels.
Initiates any actions required to maintain or improve Service Levels
Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
Acts as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
Ensures that appropriate changes are assessed for their impact on service levels
Accommodating Service Improvement Plans / Programs within the SLM process
SKILLS, KNOWLEDGE, EXPERIENCE
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
ROLE SPECIFIC ACCOUNTABILITIES
Responsible for managing services across the pillars
Owns the LSC throughout the S&OP cycle and engages with IT Demand for capturing any demand signals
Manages local services suppliers, including MWP services, if locally delivered
Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
1st level escalation point and focus for any EM engagement activities
Monitors and ensure compliance for CN items related to IT Services processes
If you have the talent and motivation to help us succeed you’ll find we are equally committed to helping you reach your full potential too.
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