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Service Manager - Marketing Solutions

5 - 8 years
Posted: 2019-08-12

Industry
ITES/BPO
Function
IT
Role
Software Engineer/Programmer
Posted On
12th Aug 2019
Job Ref code
20354
Job Description
Job Description :

We are BAT!A global leader with more than 250 brands in over 200 markets. And we bring together the worlds brightest and best minds.
PURPOSE STATEMENT:
Ensures the day to day delivery of a set of services by third party IT providers to BATs Marketing functions. With the good team and vendors collaboration skills ensures flexibility and speed in addressing business and technical requirements. Supervises following of governance for managed systems, defines framework (version controls, quality checks and acceptance criteria for coming changes). The role will work closely with representative of functional IT and user representatives to review performance, drive improvement activities and support implementation of new requirements and solutions.
OVERALL ACCOUNTABILITIES v DAY TO DAY ACTIVITIES
  • Implementation and supervising the use of service models for managed systems
  • In case of incidents, support the internal incident management organisations and provides support for stakeholder management
  • Assists in RCA completion and supervises preventive actions implementation
  • Cooperation with end markets and support teams with objective to smoothly implement technical and functional activities
  • Collaboration with project teams, support them in planning and preparations of environments
  • Quality control:
    • Evaluates business risks and issues related t operational incidents, potential changes and internal audit reports
    • Cmpleteness, accuracy and sign-off for Impact assessments
  • Participate in internal / external service review meetings
  • Ensures completeness of system monitoring
  • Drives efficient configuration of allocated infrastructure (performance tuning, implementation of recommendations)
  • Design, implements and oversees execution of governance controls (SOx, GDPR, IT security)
  • Manages system stabilisations, supervises service improvements and implementation of innovations
  • Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports.
  • Responsible for execution of periodic activities such as disaster recovery tests, certificate renewals.

CORE RELATIONSHIPS
  • Peer group and internal customers across IT Services, Projects and BAT business areas
  • IT Projects agrees and manages accountabilities and shared responsibilities. Collaborates to assure the design, testing, release, deployment and improvement of operational services
  • Service Architecture understand and effectively apply standard ITSM processes. collaborate to ensure effective transition of services and process improvement
  • 3rd Party Vendors non-commercial supplier relationships focussed on operational / project activities

ESSENTIAL EXPERIENCE
  • Must have business-facing IT experience in a global environment, preferably with a degree in an IT-related discipline.
  • Must have experience of working in an industry where marketing is highly regulated.
  • Experience in large global organisation using in-sourced and out-sourced IT services and a good working knowledge of the management of global services.
  • Must have technical and supplier management experience of the following areas:
    • Experience in service management for E-commerce, B2B, B2C and/or CRM solutions
    • Customer relationship management concepts and their design across multiple channels and platforms
    • Technology infrastructure experience, including cloud IaaS
    • Integration platforms, patterns, design
    • Security concepts for internet facing solutions, SSL certificate management
    • Good understanding of networking and network security, intranet and public cloud facing solutions
    • Management of a supplier providing global data center services
    • Management of a cloud platform, e.g. Microsoft Azure or Amazon AWS DC cloud solutions.
  • At least 5 years of experience working in a multinational IT Services environment in a global capacity
  • Proven track record of having worked in a role facing senior user representatives and proven communication skills to non-IT personnel
  • Skilled facilitator, with the ability to effectively manage discussions toward outcomes and results

NICE TO HAVE EXPERIENCE
  • Experience in Salesforce CRM deployments maintenance
  • Experience in Hybris solutions deployments and maintenance
  • Experience with design, configuration of Dynatrace monitoring solutions
  • ITIL Foundations Certified,
  • ITIL Intermediate Certified (Service Operations, Continual Service Improvements),
  • Knowledge and understanding of FMCG
  • Working in a regulated environment (SOx, GDPR)
  • CMDB, Source Code Management (Gitlab, Jenkins, Atlassian JIRA), Knowledge Management Experience
  • Experience in Data/Analytics and Web Services


Contractual Legal Entity: BAT GSD (KL) Sdn Bhd (MY50)

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