Technology Services Manager
British American Tobacco
Islamabad, PK
5d ago

PURPOSE STATEMENT :

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.

DIMENSIONS : Strategic Scope

Geographic Scope

Cluster according to time-zone

Complexity

  • Size (yes) / importance of geography and volume of SLAsv(yes)
  • TYPICAL ACCOUNTABILITIES

    Responsible for keep the infrastructure state, maintenance, replace, and retirement of the assets. The services under the responsibility of the Infrastructure Manager are typically the underpinning (or supporting) services that enable the delivery of customer-facing.

  • Analyses and reviews Infrastructure Performance.
  • Maintains the regular review process with suppliers which covers :
  • Review outstanding actions from previous Reviews;
  • IT Security compliant status;
  • Reviews Service Levels and targets (where necessary);
  • Agree with appropriate actions to maintain / improve user experience.
  • Coordinates troubleshooting
  • Initiates any actions required to maintain or improve Service Levels
  • Acts as co-ordination point for changes to infrastructure changes
  • Ensures that appropriate changes are assessed for their impact on service levels
  • Accommodating Service Improvement Plans
  • 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’s IT infrastructure, services provided
  • 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 local infrastructure services and support teams across pillars
  • Manages any local datacentre activities & coordinates resources for DC related tasks
  • Acts as SPOC for data collection and analysis on BAT infrastructure items
  • Monitor performance on key infrastructure services
  • Ensures compliance, owns and tracks delivery of any required remediation activities
  • Supports landing of any global technical initiatives
  • Runs / participates in the Regional CAB for Infrastructure / Apps Changes
  • 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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