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Title:  IT Services Manager

Job ID:  33581
Country:  Egypt
City:  Cairo
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

JTI is a leading international tobacco company with operations in more than 120 countries. We’re the global owner of world-renowned brands such as Winston, the number two cigarette brand in the world, and Camel (outside the US). Our global brands also include Mevius, LD and Natural American Spirit, and we manufacture the internationally recognized Logic e-cigarette brand and Ploom Tech, a major brand in the heated tobacco category.

Headquartered in Geneva, Switzerland, we employ over 45’000 people across the globe. We were recently awarded Global Top Employer for the fifth consecutive year with regional Top Employer Certification in Europe, Asia-Pacific, North America, Africa and the Middle East. This is recognition of our outstanding talent strategy, energizing culture and commitment to learning and development.

We are a member of the Japan Tobacco Group of Companies. For more information visit www.jti.com.

The incumbent is responsible for the overall management of Market IT operations within the Market or Cluster, as assigned, ensuring that implemented business applications and infrastructure solutions are secure, reliable and scalable, meet business requirements, are aligned with established standards and best practices, fulfil JTI risk control and are delivered in a timely manner, meeting customer service requirements.

He/She is accountable for ensuring properly-prioritized and timely incident management, in accordance with the established operational support model and for managing entity-level disaster recovery planning and execution.

He/She ensures that qualified 3rd-party suppliers are selected as per JTI’s Operating Guidelines, policies and
procedures and J-Sox controls.

In addition, he/she supports the IT Cluster Lead where required in the timely preparation and submission of the Market's IT financial plans (SPC/ASP/LE), and for overseeing IT administrative activities.

Education: Fluent oral and written English

Work Experience: 3+ years’ experience in the IT discipline with 1+ of those years in IT Management of IT Services/Infrastructure and Customer support Teams (including people management where relevant)
Preferred background of employment experience in multinational companies.
Good working knowledge of business and related processes in FMCG industry

Language Skills: Fluent oral and written English

Functional Skills:

Functional:
•Good working knowledge in all areas of IT operational support including but not limited to:
  *Windows OS
  *Networking (LAN / WAN / DNS / Wireless / Datacenter)
  *Strong project management experience .PMP is preferable
  *Well-versed on the cloud platforms e.g Microsoft Azure
  *Infosec knowledge and experience
Security (Firewalls / VPN / Load balancing / System security / Proxy/etc… )
*Cloud SAAS solutions
Project management (medium to large scale projects); Scrum is a plus , PMP certified
  *MS O365 suite of applications
  *Video Conferencing
  *MS collaboration applications e.g. Teams, SharePoint Online, OneDrive & Skype
  *Telecommunications (including mobile devices)
•Good working knowledge of provisioning and configuration of
  *Workstations, Mobile devices (iOS/Android)
  *Collaboration equipment (e.g. Video Conference/Skype/Teams rooms, Surface Hub)
•Knowledge of IT service desk related software, e.g. ServiceNow or similar is a plus
•IT procurement and supplier management
•Technical documentation
•IT performance management
•Good financial and budgetary understanding
Soft:
•People management  (where relevant)
•Leads by example; Works effectively in a fast-paced environment and is able to diffuse conflict
•Able to think clearly and act decisively in crisis situations; thinks and acts with a sense of urgency and clear understanding of priorities and strategic importance; highly organized
•Creative, innovative, enterprising; thinks outside the box, challenges status quo
•Able to work with ambiguity and “connect the dots”
•Team-oriented, collaborative; able to network and establish good connections
•Proactive; driven to learn and keep pace with business and technology trends
•Thinks outside the box
•Able to network and establish good connections
•Team-oriented, collaborative
•Communicates effectively at all levels of the organization
•Goal-oriented, high level of commitment
•Strong customer mind-set, able to deliver high-quality support

Main areas of responsibilities:

1. Business Relationship Management
Support the IT Cluster Lead/Market IT Lead (and within the site, or cluster, as assigned) in proactively engaging with relevant business stakeholders to gain solid understanding of JTI commercial processes, in order to effectively execute the IT engagement strategy
-Establish secure and reliable IT operations, ensuring that the implemented IT infrastructure and business applications adequately support business requirements, with the right level of protection, business continuity and overall risk management.
-Actively engage with business stakeholders to drive operational excellence and implement required improvements
-Provide effective communication to relevant parties.
- Through proactive business involvement, the IT Services Manager establishes strong relationships with the local Management Team, contributes to their decision making process as required, having the trust and confidence among the colleagues.

2. Service Delivery Management / Operational Support
-Drive the search for potential service improvements for supporting the business by evaluating the existing best IT related practices (inside/outside JTI), share the information among the IT and business community and provide recommendations for implementation within the Market.
-Accountable for the timely delivery of required IT services to support business operations, and for clearly defining and communicating the operational support model for implemented solutions, ensuring system stability, reliability, scalability and performance
-Provide the necessary oversight to ensure proper prioritization and timely resolution of reported incidents, mobilizing subject matter experts as needed; drive synergies with available IT services (such as the GSD) for workload efficiency and customer service
-Accountable for the timely communication of system changes to the business community and for facilitating user readiness to adopt the changes
-Ensure regular maintenance of IT infrastructure and applications to minimize business disruption
-Regularly review IT service delivery performance vis-à-vis standards and best practices, leveraging
the IT performance management platform to gain meaningful and actionable insights to improve service quality and performance efficiency.
3. Business Transformation / Change Management
-Work with the IT Business Solutions Manager and IT Technical teams to assess the overall impact of business transformation and IT change initiatives on the existing system landscape and to ensure system integrity and reliability
-Ensure that these initiatives transition seamlessly from project mode to operations and maintenance mode and the required pre-go live IT project readiness review is completed
-Ensure that each business application has a designated business owner with the right functional and process knowledge, for the proper planning and execution of application governance, risk
management, business continuity, change management, and access management.

4. Security, Business Continuity, Compliance
In alignment with the IT Cluster Lead/Market IT Lead, and as required:
-Work with business stakeholders to establish business continuity objectives
-Responsible for developing and maintaining the entity-level IT disaster recovery plan (DRP) for the Market, based on the business impact assessment (BIA) and as part of the overall IT business continuity plan (BCP).
-Secure the required business alignment and sign-off on the DR plan
-Work with relevant business stakeholders and IT Service Delivery team to establish the DR drill schedule to test the effectiveness of the DR plan and to ensure that agreed-upon system and data recovery objectives are achieved, in the event that the DR plan is activated
-Comply with JTI Policies & Procedure processes in relation to IT business continuity plan and JSOX requirements
-Drive awareness and enforcement of information security standards and policies and procedures
-Manage application access control, as per JTI's identity management guidelines

5. IT Governance
-Govern changes to implemented solutions, in accordance with JTI’s change management policy
-Work with the IT Cluster Lead/Market IT Lead and IT Business Solutions Lead to ensure that new technical solutions or changes to existing solutions are well-designed and are implemented according to established standards and best practices, in order to reduce technology risk.
-Ensure that proper system documentation is maintained and kept up-to-date
-Accountable for ensuring compliance with application lifecycle management (including version control and change release strategy), JTI policies and procedures, J-Sox controls
-Serve as primary contact for IT audits, or support the IT Cluster Lead as required, and take the lead in implementing required IT-related corrective measures
-Support the IT Cluster Lead in the completion of SPC/ASP/LE IT financial plans for the relevant Market
-Manage financial constraints and propose cost optimizations, where feasible
-Support provision and understanding of timely financial reporting to ensure transparency of actual spend vs. budget, and to enforce fiscal discipline
-Ensure timely communication of IT changes that have budgetary impact
-Ensure that BAP/Memo submission and PR/PO/invoicing are in line with Operating Guidelines and Procurement policies and procedures and manage day to day operational financials (e.g. GRs, PR/POs)
6. People/Talent
-Where tasked, lead the IT Services team, managing the team's workload across members, coaching and supporting team members to ensure that the team is motivated, appropriately skilled and able to deliver quality results;
- Support the IT Cluster lead/Market IT Lead in ensuring that the IT Services team is well-equipped to deliver high-quality performance, and provide development opportunities to enhance their overall capabilities
-Support the IT Cluster/Market IT Lead in driving talent management initiatives; advise on and support recruitment process
-Ensure compliance with People & Culture policies and procedures
-Responsible, where relevant, for managing 3rd-party support resources and ensuring that they adhere to relevant JTI policies and procedures.

7. Other: IT Administration & Supplier Management
-Establish strong working relationships with all internal IT Service providers (e.g. GSD, GSM, NCC etc.)
-Responsible for the overall management of the local data center, IT inventory, software licensing, hardware replacement/procurement, and workplace and collaboration tools (including workplace and collaboration tools)
-Ensure timely execution of PR/PO/invoicing for IT assets and services as directed by the IT Cluster Lead/Market IT Lead
-Responsible for the evaluation and selection of qualified 3rd-party suppliers to support IT operations, in accordance with Operating Guidelines, JTI policies and procedures, and J-Sox controls
-Provide the necessary recommendation to Market Procurement for commercial negotiation
-Ensure timely delivery of required IT services, as per JTI quality standards, and in fulfilment of agreed-upon commitments, contractual obligations and service level agreement
-Track performance and ensure that identified gaps are fully addressed.
-Evaluate overall service quality and delivery performance as part of contractual review and negotiation.

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