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To make a difference with us, all you need to do is bring your human best.

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Learn more: jti.com

Please apply until July 15, 2025

Location: Taguig City, Manila, Philippines

Professional Area: Digital & Information Technology

Reporting to: Global Service Desk Director

Global Service Desk Tower Manager (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

As the GSD Tower Manager (Technical) in the area of Digitial and Information Technology, you will be doing the following:

1.) GSD Service Organization and Delivery -  Global IT support service delivery for JTI users in Business Solutions (SAP, LEAF, TME, etc.) and Technical areas (workplace, network, mobility). Ensure outsourced service providers meet JTI targets, comply with policies, and manage high priority tickets and major incidents. 

2.) GSD Scope Management - Organize new service takeovers to ensure GSD readiness, maintain awareness of major IT projects, define support models, and ensure knowledge capture and training. Perform technology tests, provide feedback, and support intensive go-lives. 

3.) GSD Service Development - Drive GSD service development by striving for increased value for JTI Business, following industry best practices and recommendations, incorporating feedback from customers and colleagues, and analyzing operational results against targets. 

4.) Relationship Management - Develop effective communication between GSD and JTI IT and Business Teams to ensure awareness of major projects, promote GSD strategy, collect feedback, and provide insights for service improvement and support scope refinement. 

5.) Processes and Procedures - Adhere to JTI IT policies and J-SOX controls, develop and maintain GSD operational procedures, and provide feedback and proposals to IT process owners based on operational rationale, quality controls, and best practices. 

6.) Financial Management - Provide inputs for tower-specific budgets, track and challenge outsourced service costs, and ensure timely and accurate billing and provisioning within budget. 

Who are we looking for?

University Degree or equivalent3+ 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.