QUALIFICATIONS AND JOB DESCRIPTION
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 TURKEY IS LOOKING FOR AN IDT SERVICES ANALYST OPERATIONS - INFORMATION & DIGITAL TECHNOLOGY
SENIORITY LEVEL: Mid-Senior Level
FUNCTION: IT
LOCATION: SAMSUN
ROLE POSITIONING AND OBJECTIVES
The role is responsible to engage with multiple corporate business functions including Finance and HR to determine opportunities for digitization.
Reports to: IDT Services Manager – TCNA
Reporting Level: Manage others
Geographic Scope: TCNA (Turkey Caucasus North Africa)
WHAT YOU WILL BE ACCOUNTABLE FOR
- 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:
- Review 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
- Coordinates ISO 27001 related documentation and support for Internal and External Audits
- 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 Service Level Management processes
- Provide the resources, expertise, guidance and systems necessary in order to ensure delivery of one or more of the following local technology infrastructure services:
- T3 Data Center Management (pre-transformation)
- Local Infrastructure and Technology Projects
- Local Infrastructure and Technology Changes
- Local Infrastructure Vendor Management
- IT Asset Management.
- Ensures staff use agreed global, standardised IT Service Management processes e.g. for Supplier Management, Service Design, IT Security,
- Ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Bachelor’s degree in technology, computer science, engineering OR equivalent
- Work experience including the management of networks, security and technical infrastructure environment is mandatory minimum 5 years of experience mainly in Technology Services with technical working experience understanding business application support (factory domain is preferred)
- Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of IT services
- Good knowledge of IT Service Management best practice (ITIL) in specific process areas
- Project management skills (PRINCE2 is preferred)
- Ability to work under pressure, handle stressful situations in a calm manner
- Relationship management and conflict resolution skills
- 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
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!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
