Title:  Support & Operations 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.

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Learn more: jti.com

Reporting to: Operational Excellence Team Manager

Duty Post: GBS Manila

Support & Operations Manager

The position is responsible for ensuring the JTI DES (Digital Ecosystem) operations are running smoothly and efficiently. The incumbent monitors KPI's to ensure efficiency of crucial processes like Incident, Problem and Change management. Through data driven analysis and collaboration with Operational Excellence Team Manager, the incumbent influences across functional and divisional boundaries to improve processes and drive business results.

As the Support & Operations Manager in GBS Manila, you will be responsible for: 

• Reporting: Prepare operational performance reports with industry benchmarks, collaborate with service providers for visibility on managed services, and enhance reporting using JTI tools.
• Continuous Improvement & PowerBI Development: Identify and implement improvements to DES support and operations with team collaboration, ensure cost-effective operational efficiency, analyze data for trends, and maintain Power BI reports for the S&O team.
• SLAs and KPIs: Monitor service levels and performance metrics for IT Service Catalog team effectiveness, provide accurate management reports, drive customer-focused initiatives through KPI and SLA setup, and collaborate with L3 support to maintain SLAs and minimize MTTR.
• Processes Governance: Own support processes and conduct regular audit reporting to monitor process health, exceptions, and master data consistency.
• Business Relationship Management: Collaborate with the Market Success Management, Service Delivery teams, and DES Product Managers to understand their needs, share industry trends, and ensure timely, quality solutions aligned with our IT strategy.

Requirements: 

• University Degree in Computer or Technical Science and a strong IT and Process background
• 3+ years of IT experience, ideally in IT operations
• Experience working closely with leadership levels and cross-functional partners to influence key business decisions.
• Excellent understanding and knowledge of IT processes, services, policies and procedures (ITIL, Agile)
• Experience in process improvement and implementation using lean methodologies
• Sound knowledge and experience with project 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.