Title:  Global Service Desk Tower Lead (Technical)

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.

What will your story be? Apply now!  

Learn more: jti.com

Location: Taguig City, Manila, Philippines

Professional Area: Digital & Information Technology

Contract Type: Permanent

Professional Level: Experienced

Reporting to: Global Service Desk Director

Global Service Desk Tower Lead (Technical)

The incumbent is responsible for organizing and delivering IT Support services for JTI users globally in one of two areas: Business Solutions (including SAP, LEAF, TME, and other applications) or Technical (including standard workplace, network, and mobility). The GSD Tower Lead oversees service organization and controls outsourced providers in Asian, European, and Americas time zones to ensure service meets contractual targets and JTI’s quality standards. This role involves driving service development, managing the expansion of GSD services/technologies, providing quality post-go-live support, and serving as a liaison between JTI business units, IT teams, and external providers. In the Americas and Asia, Service Delivery Managers support the Tower Leads in their respective

What will you do?

1.) GSD Service Organization and Delivery

• Ultimately responsible for IT support service delivery for JTI Users world-wide in one of two areas/towers: Business Solutions area (SAP, LEAF, TME and other global and regional applications) and Technical area (Standard workplace, network, mobility, etc).
• Organisation, maintenance and development of IT support service delivery within a Tower by outsourced service providers in GSD locations in Asia, Europe, Americas time zones
• Support in making decisions about Service Providers choice
• Ensure that services are delivered by outsourced service providers up to JTI service targets and quality standards, in line with JTI IT policies and procedures
• Ensure Service Providers compliance with the GSD Framework defining required agents profiles, mandatory GSD University trainings programs and certification.
• Ensure that GSD has sufficient capacity through working with Service Providers, informing about planned scope extention and go-lives, providing suggestions for efficiency
• Ensure GSD perform the role in managing high priority tickets and major incidents in line with the Major Incident Procedure.

2.) GSD Scope Management

• Organize new service takeover to ensure full GSD readiness to deliver quality service:
  • Maintain awareness of all major IT Projects that bring new support requirements
  • Provide input to support model definition, confirm ARCI
  • Ensure that knowldge on new technologies is captured within GSD Knowledger Base articles and training materials, and GSD personel is trained and certified
  • When applicable, perform technologies test and analysis from user experience perspcective, provide feedback to IT Change Management Team, report issues discoverd to the project team
  • Support intensive go-lives

3.) GSD Service Development

• Drive GSD service development and improvements based on:
  • Own strive for GSD value increase for JTI Business
  • Industry best practicies and recomendations from the GSD Governanace Team
  • Feedback received from the Customers, Management and IT colleagues
  • Operational results against targets and priorities

4.) Relationship Management

• Build and develop effective communication between GSD and JTI IT and Business Teams to:
  • Ensure awareness of all major projects and initiatives in other IT areas
  • Build awareness and promote the GSD strategy and initiatives among interested parties
  • Ensure the feedback and requiremenst to the GSD services are collected and reflected in GSD activities
  • Provide GSD analysis and insights on the user experience and support expectations, input for service and support process improvement, as well as GSD support scope refinement.

5.) Processes and Procedures

• Adhere to JTI IT policies and procedures, comply with the J-SOX controls as specified in the J-SOX Global Reference Model;
• Develop, review and maintain GSD operational procedures.
• Share feedback and make proposals to the IT process owners based on the GSD operational rationale, quality controls and external best practices.

6.) Financial Management

• Provide inputs for the tower-specific budgets for operations and initiatives
• Track/challenge costs of the outsources services
• Contribute to the timely & accurate billing and provisionining of the outsourced services within budget

Who are we looking for?

• University Degree or equivalent
• 3+ years of working experience in an IT discipline, preferably in the areas of Service Desk and Customer Service.
• Experience on working with service management application is a plus.
• At least a year of people & project management experience.
• Advanced English, other languages are plus. 
• Excellent knowledge of the end-to-end support process and services provided by all parties involved in IT support.
• Full understanding of criticality of various areas of the business, and ability to prioritize support of these where required. 
• Proficiency in customer service.
• Ability to coach others on customer oriented communication dealing with complex and conflict situations.
• Knowledge of cross-cultural differences and ability to interact in multicultural environment.
• Knowledge of modern training techniques and information sharing methods, coaching and personnel development principles; 
• Agile decision-making in ambigious and stress conditions.
• Understanding of criticality of reported problems and ability to make decision on resolution course beyond procedures;
• Knowledge of IT policies and procedures, JSOX controls, GSD processes and tools (Service Now, AD, remote connection tools, etc.); 
• Work independently and at the same time facilitate the teamwork 
• Awareness of budget planning in JTI.
• Ability to plan particular budget items.
• Good negotiation and presentation skills.
• Good interpersonal skills, pro-active approach. 
• Project management skills;
• Knowledge of ITIL concept and best practices, ITIL certification is a plus.

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 TA > 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. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.