Share this job
Apply now »





Title:  Service Delivery / Productivity Lead

Job ID:  24221
Country:  Poland
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

JTI Poland is part of Japan Tobacco International, a leading international tobacco company with operations in more than 130 countries. The local portfolio of our products includes world-renowned brands such as Camel, LD and Winston. JTI employs over 45,000 people worldwide and the Polish team currently consists of over 2000 employees.


We are the third player in the tobacco industry in Poland. Since the beginning of operations in Poland. Our success depends on people, we create an organizational culture based on cooperation and responsibility. In 2007, we are the fastest growing tobacco company: our market share has more than quadrupled. In 2019 JTI Poland was ranked #1 employer in Poland according to the Top Employers certification.




To support the implementation & ongoing support of our new Global Business Services function we are looking for an experienced, detail-oriented, analytical, energetic:



Service Delivery / Productivity Lead



Based in Warsaw, Poland



You will be responsible for supporting the project implementation activities, continuous improvement and operational support of Enterprise Service Management and Enterprise Document Management delivery. Post go-live you will manage portfolio of projects, changes, initiatives and day-to-day operations for the GBS Service Delivery Teams. You will act as business processes expert providing consulting experience on service delivery, business processes and supporting technology platforms, bringing forward new ESM / EDM functionality.


Our offer includes:

•    a competitive pay (together with annual bonus) and an attractive benefits package including medical care, Multisport card, life insurance, pension plan, products package
•    ambitious goal to set up new Enterprise Service Management  / Enterprise Document Management processes and solution design
•    complex environment of working with multiple stakeholders, professional support and possibility to share knowledge and best practices
•    on-going development opportunities in a multinational environment that will inspire you to grow professionally and personally
•    wide variety of projects and tasks, ambitious goals and independence in achieving them
•    dynamic and innovative spirit with a constant quest to do things better
•    flexible working conditions (flexi working hours, home office possibilities)
•    modern office in a convenient location



What will you actually do?

•    Identify new functionalities and solutions to enhance service delivery, leveraging Enterprise Service Management and Enterprise Document Management solutions
•    Map identified business requirements to the application solutions portfolio, complementing the IT strategy
•    Manage functional process design, system configuration, testing, migration activities as well as training preparation and execution
•    Ensure clear understanding of business requirements and provision of appropriate solutions
•    Manage change requests, incidents and delivery of projects / new releases
•    Make sure that any changes, releases are clearly documented
•    Ensure end-users are up-to-date and knowledgeable of the systems, business processes and best practices
•    Work closely with GBS Service Delivery Leads, Center Process Leads, and Operational Excellence Team to align on needs and priorities and to ensure on-time and quality delivery of solutions
•    Manage team of direct reports 
•    Select and manage vendors (due diligence, contract legal compliance and management, KPI reporting and monitoring)


It will be easier for you to accomplish the tasks if you:

•    Have at least 5-year working experience with ServiceNow (or similar ESM tool) and/or OpenText (or similar EDM tool)
•    Understand and know Service Center processes, policies and procedures
•    Understand JTI business processes and supporting technology solutions 
•    Have implemented global projects and serviced customers in multicultural environment
•    Possess people management skills in multi-disciplined teams
•    Speak and write fluent English
•    Have VeriSM certification (would be an asset)



If you decide to participate in the recruitment, the administrator of your data will be JTI Polska sp. z o.o. with headquarters in Stary Gostków. Your data will be processed only to conduct the recruitment process in which you participate. Detailed information on the processing of your data and your rights can be found here.

Job Segment: Medical, Consulting, Compliance, Document Management, Healthcare, Technology, Service, Legal

Apply now »