Title:  Data Center Service Delivery Manager

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Data Center Service Delivery Manager

 
Position purpose:

The Data Center Service Delivery function delivers high quality, cost-effective 24x7 outsourced infrastructure services within the scope of the Global Data Centers and other regional Data Centers (Market / Factories / Origins), including JTI's mission critical centralized business applications (e.g. SAP and TME), ensuring system availability and performance characteristics are in line with business expectations and contracts.

You will be responsible for the delivery and implementation of the outsourced services based on the contract agreement to ensure optimal quality, efficient & ongoing operations. In addition, the Service                 

In this role applicant will maintain a close partnership with the other teams within the Infrastructure & Operations Team as well as the Business Technology Services teams, the SAP Delivery Centre, Oracle Delivery Centre, IT Security and Risk Management and the Global Service Desk. The incumbent plays a liaison role in coordination of activities between the outsourcing partner and JTI functions; setting priorities, manages escalation, ensures proper communication, etc.

You will be responsible for raising data quality and performance levels within the Infrastructure & Operations Teams. Providing a high level of data quality awareness across multiple I&O Teams. Proactively improving the quality of I&O reporting.

What will you do – responsibilities:

• Actively manage and monitor outsourced services and operations to ensure quality and efficiency of day-to-day operations and achievement of business objectives and projects deadlines
• Monitor and maintain controls/KPIs to ensure services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations to the data center service delivery lead
• Maximize the contribution of SNOW ITOM to improve I&O Operations
• Ensure that that the service provider’s improvement plans are implemented according to JTI expectations.
• Drive service provider to continuously meet and exceed JTI's expectations, and constantly aim to improve quality and efficiency of services delivered
• 24/7 on call support will be required on a rotational basis
• Strive for maximum effectiveness of all activities, minimize efforts and budget, maximize automation, challenge processes
• Provide a high level of data quality awareness across multiple I&O Teams. Proactively improving the quality of I&O reporting
• Point of contact for Data Center Technical Integration team, Technical Architecture team and functional project teams for key infrastructure projects
• Point of contact for multiple on-going projects for core applications SAP and TME
• Ownership and coordination of transition from project to standard operations
• Manage critical situations/major incident escalations related to infrastructure with internal IT teams and external vendors, drive prompt escalations, facilitate to closure, coordination with management, ensuring appropriate visibility with IT management
• Maintain and ensure good relationships between internal customers and the providers
• Ensure effective reporting on service delivery function
• Continuously look for areas of improvement in operations in order to streamline them, make them more efficient and cost-effective
• Ensure strict compliance with established corporate governance instruments (JSOX, P&Ps, OCM, BAP, etc...) and JTI standards and security policies
• Ensure all processes including incident, change and problem management are executed following stipulated ITIL best practices
• Execute and refine all Service Delivery JSOX controls related to Infrastructure Services
• Drive execution and reporting of IT disaster recovery tests and manage Global DR strategy with IT Security and Risk Management team
• Support the implementation of JTI global technical projects in the markets and ensure they meet the objectives and are completed in the planned timeframe and on budget
• Coordinate project activities between several technical teams
• Work in close cooperation with and provide necessary support to global and local IT teams (GSD, Technical Architecture, DC Technical Architecture& Integration, RILs, DSM, IT Managers, etc.)
• Support and work in collaboration with the service provider for the transformation of the current data center operations into a hybrid cloud operating model, enabling integration of Infrastructure and Platform as a Service
• Ensure processes necessary for the support and ongoing operations of a hybrid cloud operating environment are put in place and adhered to

Who are we looking for – requirements:

• Bachelor's degree in Information Technology, Computer Science or Engineering, or equivalent work experience
• Global service management, Outsourcing management
• 6+ years’ experience in Information Technology, with particular focus on Service Delivery and governance
• IT best practices (ITIL) knowledge
• Fluent English
• Fluent with MS Office, Visio, Project

Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.