Title:  Service and Quality Delivery Manager

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Service & Quality Delivery Manager

Position:

The Service and Quality Delivery Manager in Analytics & Data Visualization team is responsible for ensuring the effective roll-out, support and continuous improvement of JTI’s analytics and reporting solutions. This role oversees a dedicated support team managing dashboards, visualization tools, and analytical front end to ensure system reliability, high performance, and user satisfaction.

Beyond issue resolution, the Service Delivery Manager plays a crucial role in aligning support efforts with ongoing product development. They work closely with the product team to stay informed about new features and capabilities while providing feedback on recurring issues or enhancement opportunities to improve platform stability and usability. Additionally, they generate monthly performance dashboards to track solution embracement, support efficiency, bug resolution rates, system performance trends, and overall service quality.

Responsibilities:

• Support Management & Incident Resolution – Oversee First levels of support for analytics and dashboards, ensuring timely resolution of incidents and service requests
• Third parties Coordination – Coordinate third parties vendors for the flawless support execution,  Ensure resource availability and allocation, Report and escalate to management as needed
• Performance Monitoring & Optimization – Continuously assess the performance of dashboards and analytics solutions, ensuring efficiency and reliability
• Product Collaboration & Feedback Loop – Liaise with the product team to stay updated on new developments and provide insights from support tickets to drive platform enhancements
• Service Metrics & Reporting – Develop and maintain monthly dashboards to track team efficiency, ticket resolution times, system uptime, and service quality trends
• Service and Quality Delivery Manager in Analytics & Data Visualisation team is responsible for ensuring the effective roll-out, support and continous improvement of JTI's analytics and reporting solutions

Who we are looking for:

• Bachelor's Degree in Computer Science, Data Science, Statistics, Applied Math, Engineering or a related field
• Must have business professional expertise (with relevant industry experience) in data analysis and insights generation
• Proven working experience on service delivery
• Able to collect and organise data from different sources in order to solve a business question 
• Should be passionate about challenging and interrogating data and its interpreration 
• Should be a creative thinker who can offer new perspective to analyse data and build storytelling. 
• Must be able to present findings to both business and technical stakeholders.
• Should be a creative thinker and propose innovative ways to look at problems by using data mining (the process of discovering new patterns from large datasets) approaches on the set of information available.
• Strong interpersonal skills and ability to collaborate with key stakeholders across functions.
• Acts proactively to anticipate the future implications from actual decisions.
• Digital mindset, entrepreneurial and curious.
• Fluent in English
• Ability to operate in indirect/remote teams
• Demonstrable experience in presentation, verbal and written communication skills 
• Experience working with Microsoft Office, and with reporting tools such as Power BI/Tableau as well as web analytics
• Knowledge of major "big data" storage / data platform (i.e. Data Lake)
• Experience on project management tools, agile team coordination
   

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.