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Support & Operations Manager

Position:

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 functional and divisional boundaries to improve processes and business results.

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.

SLAs and KPIs

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 Support teams to make sure SLA's are kept and MTTR is reduced to minimum.

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.Analyzing data to identify operational trends and opportunities for improvement.

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 Management 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 methodologiesSound knowledge and experience with project coordination.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 and spoken).

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:

Detailed information on the processing of your personal data:

 

Who is the controller of your personal data?

Name and registered office: JTI GBS Poland sp. z o.o., ul. Żelazna 51/53, 00-841 Warsaw

Contact mailbox regarding data processing: [email protected]

Data Protection Officer: The data controller has appointed a Data Protection Officer who can be contacted directly at the following address: [email protected]. The Data Protection Officer can be contacted in all matters related to the processing of personal data and the exercise of rights related to the processing of such data.

For what purposes is your personal data processed?

Your personal data will be processed for the purpose of enabling you to take part in the recruitment process for the position in JTI GBS to which your application relates. If you have provided your consent to participate in the recruitment processes conducted by JTI GBS in the future, your data will also be processed for this purpose. If your application is considered under the employee referral program, your data will also be processed to accomplish the objectives of the program. In specific situations, JTI GBS may also process your personal data to the extent necessary to establish, assert or defend against claims. Detailed information on the basis of data processing is provided in the table.

What is the data retention period?

The data provided in order to take part in a specific recruitment project will be retained for the period until the end of the recruitment process, up to a maximum of 3 months from the selection of the employee in case no contract has been concluded. If you have given your consent to the processing of your personal data for future recruitments, then your data will be processed until your consent is withdrawn, but for no longer than for 12 months. In case of processing your application under the employee referral program, your personal data will be processed until the objectives of the program have been met. The duration of the processing of your personal data may be extended each time by the period of the statute of limitations for claims, if the processing is necessary to establish, assert or defend against claims.

Who will be the recipients of your personal data?

The data may be transferred to entities processing personal data on behalf of the controller, e.g. IT service providers, entities operating the database, entities handling application requests – however, these entities process data on the basis of an agreement with the controller and only in accordance with the controller's instructions and within the scope of the granted consent. Personal data may also be transferred to other JTI Group companies in connection with intra-group purposes.

Will your personal data be subject to profiling?

During the recruitment process, you may be asked to complete tests (e.g. analytical test, behavioural test, cognitive test) or to participate in an Assessment Center session. In the case of behavioural test, you will be subject to profiling. The system will evaluate the answers you give in the survey and create a profile of your behaviour and preferred working conditions based on these answers. The test is only a support material for the recruiter conducting your recruitment process and no automated decisions are made based thereon.

What are your rights in relation to the processing of your personal data?

You have the right to withdraw your consent for processing of data at any time. The withdrawal of consent shall not affect the lawfulness of processing carried out on the basis of consent prior to its withdrawal. You have the right to obtain information about the processing of your personal data concerned in accordance with Art. 15 of the GDPR, including to obtain copies of your personal data. In addition, you may request the rectification of inaccurate personal data, as well as the completion of incomplete personal data. You may also request restriction of the processing in the cases referred to in Art. 18 of the GDPR, as well as the data portability. You have the right to object to the processing of your personal data. You have also the right to erasure your personal data. . When profiling is used (it may take place when using behavioural tests in the recruitment process), you have the right to object to the profiling of your personal data. In order to exercise the above rights, please contact the data controller, e.g. by sending an appropriate request via e-mail. You also have the right to lodge a complaint with the supervisory authority (Poland: President of the Personal Data Protection Office).

Is personal data transferred outside the European Economic Area?

Your personal data may be entrusted for processing to JT International S.A. with its registered office in Switzerland, i.e. outside the European Economic Area (EEA). The European Commission has stated that this country offers an adequate level of personal data protection (Commission Decision of 26 July 2000). The recipient has implemented adequate and appropriate safeguards for your personal data. You have the right to receive a copy of the transferred personal data. Your personal data may also be transferred to other JTI Group companies that are based outside the EEA. Whenever the country to which the transfer of personal data will take place does not provide an adequate level of protection for personal data, JTI GBS will ensure the protection of your personal data in accordance with applicable legislation.

Is provision of the personal data mandatory?

Responding to the Company's advertisement and providing your data is voluntary. However providing the mandatory data is necessary for your application to be considered during the recruitment process. Failure to provide this data will prevent your application from being considered. The provision of other data is voluntary and constitutes the candidate's consent to their processing in the recruitment process. If you raise an objection to the processing of your personal data during the recruitment process, further participation will not be possible.

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.