You will play a critical role in maintaining and enhancing our IT infrastructure with responsible for monitoring Service Level Agreements (SLA). You will also maintain all IT Service Management processes, Operational Level Agreements (OLA) and underpinning contracts, together with your team in Czech, Slovakia and Hungary.

Accountabilities:

• Owns the Local Service Catalogue - engages with IT Demand to capture any demand signals, ensures that appropriate changes are assessed for their impact on service levels
• Ensures fulfillment of IT services as per SLA through Service Reviews:

1. Full accountability for the local service desk and other ITS suppliers’ performance in CZ, HU, and SK to meet the expected level of IT service provision.
2. Analyses and reviews Service Performance against the SLAs and OLAs.
3. Coordinates troubleshooting
4. Acts as a 1st level escalation point and focus for any end market engagement activities
5. Maintains the regular Service Level review process with both the IT Customer and Service Provider, which covers reviewing outstanding actions, service levels, and targets (where necessary), underpinning agreements and OLAs as necessary, agreeing with appropriate actions to maintain / improve Service Levels.
6. Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with, and controls any amendments necessary.
7. 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.)

• Manages suppliers - acts as the account manager from BAT side for the external suppliers providing IT services, including but not limited to preparing the procurement briefs, contracts and prolongations
• Initiates and delivers continuous service level improvement
• Compliance. Ensures compliance to the internal controls, cyber-sec and other standards that are executed at the local level
• Manage Jr IT SLM and the local service desk employees in CZ, HU, SK on a daily basis
• EHS. Responsible for his personal safety and that of all personnel under his or her authority, including others who may be affected by the company's activities. Implement the company EHS policy and plan. Ensure all employees and sub-contractors are suitably trained/competent to carry out the prescribed task and that the necessary licenses/certificates of competence are in force and appropriate. Ensure appropriate Risk Assessments on activities within the department are performed, ensuring that the whole premises and processes are safe.

Knowledge, Skills & 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

What we offer:

• Personal growth and development, training programmes.
• Collaboration and team spirit.
• You will be involved in the transformation of tobacco industry.
• Flexible working hours and home office.
• 5 weeks of holiday, 3 sick days, cafeteria system of benefits.
• Wellbeing program focused on physical and mental health.
• Inspiring leaders.
• Clear ESG plan set.

Benefits

• Bonuses
• Car for private purposes
• Cell phone
• Notebook
• Flexible start/end of working hours
• Holidays 5 weeks
• Educational courses, training
• Cafeteria
• Sick days
• Occasional work from home
• Corporate events
• Dog-friendly office