Network Service Manager

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry 
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

We are looking for a Service Manager to oversee the delivery and support of network operations services. This role ensures that customer requirements are met through effective service management, vendor coordination, and risk management. Key responsibilities include managing service standards, handling escalations, participating in service review meetings, and budget management. This position plays a critical role in supporting IT services globally, ensuring the use of standardized IT Service Management (ITSM) processes.

Your key responsibilities will include:

• Manage ongoing service delivery and support to meet customer requirements.
• Define service models and assess the impact of new or changed services.
• Oversee outsourced service capabilities and ensure adherence to service standards.
• Coordinate with stakeholders on vulnerability management and risk mitigation.
• Manage budgets for service delivery, including forecasts and actual vs. planned costs.
• Participate in internal and external service review meetings.
• Use standardized ITSM processes for service monitoring and performance improvement.
• Manage relationships with 3rd party vendors and ensure non-commercial operational alignment.

What are we looking for?

• 5+ years of business-facing IT experience in a global, highly regulated industry.
• Strong experience in managing WAN and LAN environments, including cloud network management (Azure and/or AWS).
• Proven track record managing in-sourced and outsourced IT services in a global organization.
• Cisco Certified Network Associate (CCNA) and ITIL Foundation certified.
• Familiarity with FMCG, especially tobacco or other highly regulated industries is beneficial
• Experience managing Meraki and Cisco devices is beneficial
   

What we offer you?
•    We offer a market leading annual performance bonus (subject to eligibility)
•    Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
•    Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
•    You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
•    We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here .

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.