SAP Service Manager

To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

Ensures the day-to-day delivery of a set of services by third party IT providers to BAT’s EP (Enterprise Platforms) Corporate & HR functions such as Finance, Legal and Human Resources. This includes reviewing and optimising the quality and of the service provided by the suppliers using standard service management methodologies, including continued service improvement. The role will work closely with representative of functional IT and user representatives to review performance of existing service, drive improvement activities and support the implementation of new support requirements and solutions. Ensures that changes deployed are in line with standards. Engages with suppliers to ensure proactive maintenance is carried out. Provides technical advice based on day-to-day operational experience to projects and architecture functions to enhance standards and future solutions. This role ensures that the BAT specific intellectual property is maintained beyond projects.

Your key responsibilities will include:

• Understand business needs, assess risks and impacts, recommend solutions, and collaborate with business, IT, vendors and project teams.
• Gather requirements, perform fit-gap and impact assessments, evaluate estimates, prepare implementation plans, and ensure vendor/support readiness.
• Ensure changes comply with global processes, governance, security and regulatory requirements, and obtain approval through the appropriate governance bodies.
• Coordinate implementation, release, deployment and service transition across project teams, vendors and IT, ensuring changes are delivered smoothly without affecting service quality or compliance.
• Manage post-implementation stabilisation, incidents, escalations and stakeholder communications; ensure RCA and preventive actions are completed.
• Own day-to-day service performance, conduct service reviews, monitor SLAs/OLAs and vendor performance, and coordinate operational activities such as DR tests and certificate renewals.
• Identify and manage operational risks, implement governance controls, support audits, and drive remediation of audit and compliance findings covering areas such as SOx, GDPR and IT security.
• Identify and implement service improvements, innovations and standardisation through continuous service improvement, with the objective of improving quality, efficiency and moving towards a leaner organisation.

What are we looking for?

• Degree, with at least 5 years of experience working in IT Services environment and minimum 5 years of experience working with SAP and SAAS/ Azure platforms (nice to have) in project implementation and/or production support environments.
• Experience across the full lifecycle from solution design and implementation through deployment, transition and production support. Understands Agile or DevOps process will be an advantage.
• Experience working in large global organisations with a combination of in-house and outsourced IT service providers.
• Proven experience working on large, global projects involving stakeholders across multiple countries, cultures and business functions.
• Experience working directly with business/user representatives and the ability to communicate complex IT topics clearly to non-IT stakeholders.
• Demonstrated ability to independently learn and adopt modern technologies, tools and ways of working.
• Experience working in environments with strong regulatory, data protection and compliance requirements, particularly SOx and GDPR (IT Audits).
• Strong experience collaborating across teams, functions and delivery organisations to establish effective ways of working and build strong working relationships.

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.