Support and 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.

What will your story be? Apply now!  

Learn more: jti.com

Support & Operations Manager

Purpose

Support and Operations Manager  is responsible for ensuring the JTI DES (Digital Ecosystem) operations are running smoothly and efficiently.

Continuously monitoring and searching an improvements. Monitoring KPI's to be able to track efficiency of a crucial processes like Incident, Problem and Change  management.  Through data driven analysis and collaboration with Excellence Lead influences across across functional and divisional boundaries to improve processes and business results.

Main areas of responsibilities

Reporting

• Preparing reports on operational performance, including benchmarks against industry standards or best practices.
• Work closely with service providers to provide overall visibility on all key areas of managed applications and services
• Propose and improve reporting layer using JTI reporting tools

Continuous improvement

• Proactively identify potential improvements to DES support and operations. Evaluate possible solutions and implement the required changes in collaboration with the other team members and external providers.
• Ensure optimal operational efficiency at lowest cost through delivery of targets against the strategic objectives of the function: Security, Quality, Cost, Delivery and People.
• Have deep understanding of the processes and systems in place and the ability to identify areas of improvement.

SLAs and KPI

• Monitor service levels and performance metrics to measure IT Service Catalog team effectiveness and productivity.
• Provide accurate reports and metrics for management reporting.
• Drive pro consumer & customer initiatives and activities through KPI & SLA setup, to reduce time to resolution, reduce number of incidents etc.
• Work with L3 support teams to make sure SLA's are kept and MTTR is reduced to minimum.

Processes governance

• Act a an owner of Support processes.
• Define and perform regular audit reporting to monitor the processes health, exceptions and master data consistency.

Business Relationship Management

• Develop relationships & work directly with the Market Success Managment team & Service Delivery teams, DES Product Managers (where required) to understand their needs & priorities as well as share industry trends & supplier product roadmaps  to ensure delivery of  timely & quality solutions that are aligned with our IT Strategy

Requirements:

• University Degree in Computer or Technical Science or 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 JTI IT processes, services, policies and procedures.
• Experience in process improvement and implementation using lean methodologies
• Solid knowledge of technology used within e-commerce solutions, specifically Adobe stack (Magento & AEM). Basics understanding of ERP, CDP, PIM, OMS and CRM systems. Competent Microsoft Office Suite Inc.  Visio. Strong knowledge of JTI Governance process and or ITIL service management framework is a plus.
• Fluent English (written & spoken).

What we offer:

• Competitive pay and attractive annual bonus.
• On-going development opportunities in multinational environment, wide variety of projects, ambitious goals and independence in achieving them. Promoting from within culture.
• Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work). 
• Lot of flexibility in terms of work arrangements (work from office or from home).
• Private medical care (various options to choose) and life insurance. 
• Employee pension and savings programs.
• JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave.
• Multisport card, foreign languages classes. 
• Wide variety of trainings, webinars and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria).
• Modern office with traditions (Art Norblin Factory) in convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking.

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.

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