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  • Posted: Aug 23, 2019
    Deadline: Not specified
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    British American Tobacco is a leading tobacco group, with brands sold in more than 200 markets. We employ more than 57,000 people and, with over 200 brands in our portfolio, we make the cigarette chosen by one in eight of the world’s one billion adult smokers. We hold robust market positions in each of our four regions – Americas; Asia-Pacific...
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    IT Service Management Analyst

    • Full ownership of the service delivery capability of IDT to the BATSAA business …
    • In so doing
    • Manage the end users communities understanding of the support processes through
      • Education
      • Direct engagement with collective forums to ensure that service delivery is optimal
    • Analyse and review Service Performance against the SLAs and OLAs.
    • Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers
      • Reviews 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.
    • Coordinates troubleshooting
    • 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.

    Essential Requirements

    • At least 5 years IT Service Management experience with relevant degree + ITIL v3 qualification beyond theory
    • Experience in managing Vendors and 3rd parties
    • Clear experience in managing large end user communities

    Method of Application

    Interested and qualified? Go to British American Tobacco on careers.bat.com to apply

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