SAP Basis Service Manager

This role is responsible for ensuring stable support operations and service delivery of the Global Enterprise Platforms within a DevOps environment. This manager role supports daily service operations in the Americas region and works alongside BAT’s key strategic suppliers in ensuring high quality provision of various services to BAT (e.g. application support, network, hosting, etc.). This role supports the Senior Service Manager as an escalation point for the region for Global Enterprise Platforms and interacts with many different stakeholders in IT, across the functions and BAT end market teams as well.

Your key responsibilities will include:

• Manage day to day (BAU) service operations for Global Enterprise Platforms in Americas region. This includes but not limited to:

• Incident management and triaging
• Major incident management
• System Monitoring & Automation to improve efficiencies of IT Operations
• Continuous Improvement & Problem Management – delivering permanent fixes.
• Security & Compliance (including Sox)

• Work closely with the global service lines and regional SLMs on operational issues & escalations
• Ensure alignment to agreed BAT global Target Operating Model (TOM) processes, and standardised ITIL IT Service Management processes.
• Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions.
• Ensure the appropriate quality control processes (e.g. SOx, audits) are in place and adhered to.
• Stakeholder engagement & management across various levels within the organisation and with service providers.

What are we looking for?

• Bachelor’s Degree educated, with at least 5 years’ post graduate experience including the management of complex IT Services environment.
• Experience with SAP ERP systems, with a strong focus on SAP Basis administration, performance monitoring, system maintenance, and technical support.
• Experience in large global organisation using in-sourced and out-sourced IT services and a good working knowledge of the management of global applications services.
• Knowledge of best practice IT Service Management best practice (ITIL) including Incident Management and Problem Management.
• Proven IT operations and service line management experience.
• Vendor and service management experience - Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs.
• Good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required.
• Advanced English level

• What we offer you?
• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?

We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award-winning employee experience here.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.