Title:  Service Management Manager

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Learn more: jti.com

Reporting to: Service Management Director

Duty Post: GBS Manila - Taguig

Application Duration: March 13, 2025 - March 27, 2025

Service Management Manager

The purpose of this position is to ensure optimized level of service management activities assigned to the Team. As a part of Service Management activities, the goal of this position is to ensure that practices are established, documented, followed and adjusted, driving value and reflecting best practices based on compliance.

Objectives: 

• Team:engaged Team player, looking after Teammates, understanding and promoting JTI values
• Service: quality and stability, combined with high level of interaction with global community 
• Compliance: adherence to JTI’s Code of Conduct, corporate policies & procedures, Corporate governance, J-SOX
• Partnership: building strong relationships with cooperating functions inside/outside of the organization 
• Added value: Continuously improving the quality of service and communication

As a Service Management Manager, you will be responsible for:

• Service Management: 
  • Ensure Service Management foundations are well understood in the area of position coverage
  • Actively represent and support Service Management activities in the center by providing regular updates and progress status (automations, tools development, knowledge base).
  • Make clear, concise and comprehensive technical documentation on Service Management Practices 
  • Make continuous improvement recommendations related to Service Management and present conclusions to businesses, functions and management by leveraging leading practices, monitoring performance metrics, and benchmarking performance across Global Business Services
  • Promote standardization of Service Management components across GBS Service Delivery functions, to drive economies of scale
• Partnership:
  • Create space to share/receive feedback, promoting proactive ways of collaboration 
  • Manage escalations based on solid, factual communication, having short/medium/long term solution as a main goal
  • Keep stakeholders updated on trends / major risks that require attention of preventive steps
  • Bring your best to the Team spirit and Team engagement by role modelling Our Way 
• Compliance:
  • Ensure consideration and full adherence to JSOX standards while delivering service management or product ownership support (where applicable)
  • Report any compliance issues/risks and engage respective functions
• Added Value:
  • Approach business partners with improvement proposals and initiatives
  • Build space to brainstorm and exchange views to develop of service management function   
  • Build improvement, eliminate waste culture among the Team

Requirements:

• General knowledge and principals understanding of business environment, platforms and/or tool (products)
• Experience in driving development and maintenance of the business tools to maximize its efficiency and customer satisfaction
• Experience in process analysis and mapping, workflow construction, tools frontend and backend management
• Strong interpersonal skills for interacting with clients and upper management and knowledge about customer experience measurement and improvement 
• Good communication skills for communicating with support personnel and management with ability to drive major change of way of working across the company 
• Strong analytical and problem-solving skills with understanding Service Management practices
• Operational understanding of GBS delivery and company ways of working
• Strategic thinking for global harmonization and standardization of Services delivery
• Business analysis of global services
• Business Relationship Management

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.