DATA CENTER SERVICE DELIVERY MANAGER

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                               Data Center Service Delivery Manager

Position purpose:

The Global IT Data Center Service Delivery organization is responsible for the delivery of high quality, cost-effective, secure and resilient 24x7 outsourced global infrastructure services for JTI’s IT systems, including mission critical, hosted across cloud platforms, on-premises data centers, and distributed environments in markets and factories.

This organization plays a pivotal role in driving operational excellence through the adoption of SmartOps, AI-driven automation, and full-stack observability. It ensures proactive service management, continuous improvement, and alignment with business priorities by integrating intelligent monitoring, predictive analytics, and self-healing capabilities into the service delivery model.

The Global IT Data Center Service Delivery organization acts as a strategic liaison between JTI and its outsourcing partners, coordinating priorities, managing escalations, and ensuring transparent communication across all stakeholders. Close collaboration with Digital and Information Technology teams is essential to ensure seamless service integration and delivery.

What will you do – responsibilities:

Operations & Monitoring

• Ensure resilient, secure, and high-performing infrastructure services across cloud and on-premises environments
• Monitor and manage outsourced service delivery against SLAs and KPIs, ensuring visibility and transparency in reporting
• Drive SmartOps and AIOps adoption for predictive monitoring, automated remediation, and proactive incident prevention
•  Use observability platforms to proactively detect and resolve performance issues, leveraging insights for continuous improvement
• Lead incident response and root cause analysis with internal and external teams, ensuring timely resolution and communication
• Drive service providers to continuously meet and exceed JTI's expectations, focusing on quality, efficiency, and innovation
•  Ensure implementation of service improvement plans and track progress against agreed milestones
• Provide 24/7 on-call support on a rotational basis, ensuring operational continuity and timely response to critical incidents
• Monitor service costs and validate billing and inventory accuracy
• Provide input for budget planning and volume forecasting
•  Support FinOps practices and collaborate with finance and procurement teams

Service Delivery Excellence

• Lead the delivery of infrastructure services that meet business expectations for performance, reliability, and scalability
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction
• Coordinate infrastructure transitions from project implementation to steady-state operations, ensuring minimal disruption
• Act as the primary interface for technical integration, architecture alignment, and cross-functional collaboration
• Facilitate stakeholder engagement and communication to ensure service alignment with business priorities and strategic goals
• Ensure service delivery processes are documented, standardized, and continuously optimized
• Monitor service performance trends and proactively identify opportunities for improvement or innovation
• Ensure compliance with JTI’s governance frameworks (JSOX, P&Ps, OCM, BAP)
• Manage ITIL-based processes including incident, change, and problem management
• Lead disaster recovery planning and testing with IT Security and Risk teams
• Evaluate and mitigate technical and business risks

Transformation & Projects

• Lead strategic transformation initiatives to modernize data center operations, including migration to hybrid cloud and platform service models
• Collaborate with global and local IT teams, technical architects, and service providers to ensure successful delivery of infrastructure projects
• Drive integration of Infrastructure, ensuring scalability, flexibility, and alignment with business needs
• Promote sustainability through GreenOps practices, energy-efficient infrastructure design, and responsible resource utilization
• Ensure transformation efforts are aligned with JTI’s digital strategy and contribute to long-term operational excellence
• Manage change effectively across teams and stakeholders, ensuring smooth adoption of new technologies and processes

Automation & Observability

• Implement and expand infrastructure automation to reduce manual effort and enhance system reliability
• Deploy and optimize observability platforms to enable comprehensive full-stack visibility across hybrid environments
• Implement centralized dashboarding to unify observability data and provide role-based, actionable insights
• Use observability data for predictive analytics, anomaly detection, and self-healing capabilities
• Enable proactive capacity planning through trend analysis and resource utilization insights
• Facilitate cross-team collaboration using observability insights and shared dashboards

Regional Technical Support

• Act as the primary liaison between regional IT teams and Data Center Operations, ensuring alignment and fostering effective collaboration across all related projects and activities
• Lead infrastructure changes, with a focus on Data Center Service Delivery-managed hardware refreshes to ensure performance, reliability, and lifecycle optimization
• Support infrastructure planning and budgeting, emphasizing data center hardware operations and capacity management
• Ensure regional IT practices align with global standards and strategic goals, driving consistency and operational excellence

Who are we looking for – requirements :

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience
• 5+ years in IT Service Delivery and Governance
• Solid experience managing outsourced global infrastructure services
• Demonstrated involvement or exposure to SmartOps, AIOps, and automation initiatives is preferred
• Extensive experience in IT infrastructure management and hybrid cloud operations
• Strong expertise in ITIL practices, with foundational knowledge of DevOps and Agile methodologies
• Proven leadership in managing outsourced and geographically distributed teams
• Excellent coordination and organizational skills to drive complex service delivery initiatives
• Strong communication, crisis management, and project management skills
• Skilled in facilitating effective meetings and engaging diverse stakeholders
• Proficient in identifying, assessing, and mitigating technical and business risks
• Experienced in contributing to budget planning through data-driven infrastructure cost analysis
• Working knowledge of cloud platforms such as Azure and AWS, Infrastructure as Code (IaC), container orchestration technologies (e.g., Kubernetes), and cloud-native data platforms such as Databricks
• Solid experience with core enterprise applications including SAP, TME, and others
• Familiar with Smart Operations (SmartOps), AIOps platforms, and automation frameworks
  Knowledge of full-stack observability platforms supporting intelligent monitoring, predictive analytics, anomaly detection, and self-healing infrastructure capabilities

Recruitment process:

Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.

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

Should you have any questions, you are welcome to contact the recruiter - Katarzyna Ostas at katarzyna.ostas@jti.com

We offer:

Equal Opportunity Environment

A variety of challenging projects to develop skills
 
The freedom to express yourself 
Work hard in a flexible, energizing, and fun environment where people thrive
 
Modern working space in the center of Madrid & smart working opportunities

For the position you are currently applying for, the established hiring range is:

Annual Base Salary: Eur Eur 66 300 – 78 800 gross/year

Please note that the final offer is determined by objective criteria, including your specific professional experience, technical expertise and the complexity of the responsibilities associated with the role level

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.