SERVICE MANAGEMENT MANAGER

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Service Management Manager 

About the position:

The purpose of this position is to ensure optimized level of service management activities and ownership of selected product(s) remaining under scope of the function.

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 most optimal functionality based on compliance.

In terms of product ownership, the goal is to establish, develop and ensure efficient user experience of the product. This requires close partnership with developing functions (IT) and end users. It also requires transparent and comprehensive documentation, implementation and development plans. It involves product life cycle that may require decommissioning the product.

Main areas of responsibility:

• Ensure Service Management foundations are well understood in the area of position and Team coverage
• Make clear, concise and comprehensive technical documentation on Service Management Practices and Products
• Make continuous improvement recommendations related to Service Management and present conclusions to businesses, functions and management by leveraging leading practices, and benchmarking performance across Global Business Services
• Promote standardization approach of Service Management components across GBS Service Delivery Team
• Development and maintenance of Product/tool in order to enable full accessibility and business continuity
• Own decommission plan of the product (MyRequest) and provide guidance and alignment with key stakeholders and functions
• 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

As a key member of the Service Management team, you will:

• Drive execution of GBS strategic initiatives
• Plan and manage projects execution, tools development or decommission
• Foster strong partnerships across functions and promote proactive approach
• Ensure compliance with JTI’s Code of Conduct, J-SOX, and corporate governance
• Champion continuous improvement and value creation
• Upgrade your Project Management skills and leave footprint on GBS ways working!

Requirements:

• 5+ years experience in business tool management, Service Now (finance area)
• Experience in project management around technology and innovation
• Process design skills and understanding of technology dependencies
• Good understanding of GBS platforms and tools
• Excellent communication and stakeholder management skills
• Strategic mindset and problem-solving capabilities
• Ability to manage multiple priorities

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.

JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.

If you decide to participate in this recruitment, the administrator of your data will be JTI GBS Poland sp. z o.o. with headquarters in Warsaw. Your data will be processed only to support the recruitment process in which you participate. Detailed information on the processing of your data here.