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Learn more: jti.com
Location: Taguig City, Philippines
Professional Area: D&IT
Contract Type: Permanent
Professional Level: Experienced
Reporting to: Global Service Desk Director
Global Service Desk - Service Delivery Manager
The Global Service Desk (GSD) is responsible for providing frontline IT support to the JTI business. While operational services are outsourced to external service providers, the GSD sets performance targets and quality standards that align with JTI’s business needs, ensures service providers meet these targets, and drives the development of user experiences using the newest technologies and standard methodologies in service delivery.
The GSD Service Delivery Manager holds overall responsibility for IT support services delivered by the GSD to JTI teams within the European time zone, as well as for the quality of services provided by the European shift of the outsourced provider.
This role plays a key part in building and maintaining strong, collaborative partnerships with JTI business teams and IT management in the European time zone, ensuring that GSD services continue to evolve and adapt to meet the changing needs of the business.
As the GSD Service Delivery Manager in the area of D&IT, you will do the following:
1.) GSD Service Delivery: The GSD Service Delivery Manager ensures that IT support services provided to JTI users in the European time zone meet JTI GSD service standards, including SLA, KPI, and quality targets, and are delivered in full alignment with GSD processes. These services are primarily handled by the European shift teams based in the Manila and Pune hubs of an outsourced service organization, working in collaboration with other GSD hubs as needed. For the European shift of the outsourced provider, the role is responsible for organizing and maintaining effective operational controls, leading regular service delivery review sessions, and ensuring that service improvement and development programs are in place and delivered as agreed. The manager also conducts vital quality checks in line with the GSD Quality Framework, ensures that the provider’s staff meet the required GSD profile and level of expertise, and certifies provider agents for service readiness through the GSD University program
2.) Alignment with JTI Business demand in European Timezone: Build and maintain strong relationships with business and IT management in the region to stay informed about business developments and understand the demand for GSD services. Ensure that services are adapted to meet the region’s actual needs in terms of support volume, scope, language, and other service requirements. Promote awareness of GSD services and strategy within the region, securing the support and engagement of both business and IT management to ensure alignment with organizational goals
3.) Contribution to the GSD Strategy and Development: Proactively contribute ideas to the strategic development of GSD, with a focus on improving efficiency and enhancing user experience. Participate in and support the development and implementation of specific strategic initiatives, particularly within the Asia region, and leads such initiatives when assigned. Actively seek out and learns industry standard methodologies, collaborating with the service provider to identify the most effective ways to advance GSD services by demonstrating the combined expertise and experience of both the provider and JTI GSD
4.) Managing the GSD Service Scope for European Timezone: Stay informed about new IT projects and technology implementations in the regions, leading GSD takeover initiatives with a focus on analyzing technologies from the user’s perspective and contributing to knowledge management and communication. Ensure that the team possesses the knowledge and expertise needed to provide professional support for new technologies, and organizes the necessary support capacity with the outsourced provider for both ongoing operations and intensive support phases. During these intensive phases, contribute to trend analysis of registered issues to identify patterns and areas for improvement
5.) Financial Performance and Contract Management: Control billing to ensure provider charges are accurate, while proactively planning and organizing changes in the scale and scope of outsourced services to address evolving service demands. Contribute to budget AP/SP/LE planning by evaluating the financial impact of these changes, ensuring resources are aligned with business needs and service requirement
6.) Processes and Procedures: Ensure continuous compliance with JTI Policies & Procedures and perform J-SOX controls as specified in the J-SOX Global Reference Model
Who are we looking for?
University degree preferably in the IT area10 years in IT with five (5) years in a management roleProven Customer Service experienceExperience in managing service delivery of the outsourced providersKnowledge in ITIL/ITSMWorking experience organizing and managing IT support for IT solutions and infrastructure, as well as corporate business applications (ERP systemsFluent EnglishProficiency in Customer Service. Ability to built and develop IT support services that meet business demand, drive customer satisfaction, leverage best-practices in the industryExcellent knowledge of the entire support process and services provided by all parties involved in IT support. Project Management and management over delivery of internal and external teamsKnowledge of IT Service Management with focus on user-facing services: Incident, Knowledge and Problem management, experience with ITSM tool (Service Now or equivalent)Excellent cross-cultural communication and relationship management skillsUnderstanding of business context of various functions, ability to recognize criticality and prioritize appropriately.Knowledge of standard IT applications (such as Microsoft) and global IT architecture design.Proactive approachStrategic thinking and ability to make decisions with long-term perspective.Fluent with financial planning processWhat to Expect?
Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.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.