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Title:  Data Center Service Delivery Manager (Service Now ITOM project)

Job ID:  41115
Country:  Russian Fed.
City:  Saint-Petersburg
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Saint-Petersburg, SPE, RU, 123456


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com


Data Center Service Delivery Manager (Service Now ITOM project)

WG 3 (permanent)

Reporting to Jose Angel Alonso, Data Center Service Delivery Director

Please apply till November, 11


The Data Center Service Delivery function delivers high quality, cost-effective 24x7 outsourced infrastructure services within the scope of the Global Data Centers and other regional Data Centers (Market / Factories / Origins), including JTI's mission critical centralized business applications, ensuring system availability and performance characteristics are inline with business expectations and contracts.


The first year of work Data Center Service Delivery Manager will be involved in the Service Now ITOM project and actively participate in the activities:

  • Improve Data Center operations excellence through ServiceNow ITOM functionality (Event Management, Discover, Service Mapping, Cloud management)
  • Manage projects related to ITOM new functionality implementations / improvements
  • Control Data Center data quality and perform regular housekeeping
  • Lead implementation of Data Center Total Cost of Ownership model
  • Manage Performance through KPIs


After the end of the project, the employee will be involved in the following Data Center Service Delivery team activities:


  • Actively manage and monitor outsourced services and operations to ensure quality and efficiency of day-to-day operations and achievement of business objectives and projects deadlines.
  • Monitor and maintain controls/KPIs to ensure services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations to the data center service delivery lead.
  • Maximize the contribution of SNOW ITOM to improve Data Center Operations
  • Ensure that that the service provider’s improvement plans are implemented according to JTI expectations.
  • Drive service provider to continuously meet and exceed JTI's expectations, and constantly aim to improve quality and efficiency of services delivered.
  • 24/7 on call support will be required on a rotational basis.


You will be successful in this role if you:


  • Are fluent in English (written and spoken)
  • Have University degree, preferable in IT area
  • 5+ years experience in Information Technology, with particular focus on Service Delivery
  • Poses good knowledge of IT processes (incident, problem, change management)
  • Have proven experience with ServiceNow ITOM
  • Data analysis skills with attention to detail and the ability to communicate results clearly
  • Proficient in analytics and reporting -  Excel, Power Query, PowerBI
  • Poses fundamental understanding of project management methodology, experience with MS project is a plus
  • Have solid understanding of Data Center technologies, solutions
  • Capable to work under pressure
  • Good communication skills
  • Demonstrated teamwork and collaboration
  • Willingness to learn and develop

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