Data Center Service Delivery Manager

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The Data Center Service Delivery function delivers high quality, cost-effective 24x7 outsourced infrastructure services within the scope of the Global Data Centers and other regional Data Centers (Market / Factories / Origins), including JTI's mission critical centralized business applications (e.g. SAP and TME), ensuring system availability and performance characteristics are inline with business expectations and contracts.

The incumbent is responsible for the delivery and implementation of the outsourced services based on the contract agreement and aligned with the pricing framework to ensure optimal quality, efficient & ongoing operations. In addition, the Service Delivery function serves as the governance role for infrastructure for fully outsourced services, i.e. Software as a Service including ServiceNow, Office365.

The Data Center Service Delivery function must maintain a close partnership with the other teams in the Global Technical Centre as well as the Business Technology Services teams, the SAP Delivery Centre, Oracle Delivery Centre, IT Security and Risk Management and the Global Service Desk. The incumbent plays a liaison role in coordination of activities between the outsourcing partner and JTI functions setting priorities, manages escalation, ensures proper communication, etc.

The function works in particular with DC Technical Architecture & Integration teams, and regional/local IT Leads to maintain and implement agreed strategies and solutions. The incumbent also plays an account management role for market and factory IT, providing technical consultation & coordination.

What will you do

• Operations: Infrastructure Services, Service Now, and Data Centre
  • Actively manage and monitor outsourced services and operations to ensure quality and efficiency of day-to-day operations and achievement of business objectives and projects deadlines.
  • Monitor and maintain controls/KPIs to ensure services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations to the data center service delivery lead.
  • Ensure that that the service provider's improvement plans are implemented according to JTI expectations.
  • Drive service provider to continuously meet and exceed JTI's expectations, and constantly aim to improve quality and efficiency of services delivered.
  • 24/7 on call support will be required on a rotational basis.
• Service Delivery Operational Excellence
  • Strive for maximum effectiveness of all activities, minimize efforts and budget, maximize automation, challenge processes.
  • Point of contact for Data Center Technical Integration team, Technical Architecture team and functional project teams for key infrastructure projects.
  • Point of contact for multiple on-going projects for core applications SAP and TME.
  • Ownership and coordination of transition from project to standard operations.
  • Manage critical situations/major incident escalations related to infrastructure with internal IT teams and external vendors, drive prompt escalations, facilitate to closure, coordination with management, ensuring appropriate visibility with IT management.
  • Maintain and ensure good relationships between internal customers and the providers.
  • Ensure effective reporting on service delivery function.
  • Continuously look for areas of improvement in operations in order to streamline them, make them more efficient and cost-effective.
• Governance
  • Ensure strict compliance with established corporate governance instruments (JSOX, P&Ps, OCM, BAP, etc...) and JTI standards and security policies.
  • Ensure all procesess including incident, change and problem management are executed following stipulated ITIL best practises.
  • Execute and refine all Service Delivery JSOX controls related to Infrastructure Services.
  • Drive execution and reporting of IT disaster recovery tests and manage Global DR strategy with IT Security and Risk Management team.
• Cost monitoring and budgeting
  • Manage the provision of the outsourced infrastructure services within budget, and track/challenge costs.
  • Manage and validate costs of services, ensure timely & accurate billing, validate inventories regularly, and cost of additional projects and changes delivered out of hours/main contract.
  • Participate in budget cycles (ASP & LE), providing input and forecast numbers for volume changes.
• Projects implementation and Datacenters Transformation
  • Support the implementation of JTI global technical projects in the markets and ensure they meet the objectives and are completed in the planned timeframe and on budget.
  • Collaboration and coordination with both the global and local IT teams (GSD, Technical Architecture, DC Technical Architecture & Integration, RILs, DSM, IT Managers, etc) in supporting project activities.
  • Support and collaborate with the service provider for the transformation of the current data center operations into a hybrid cloud operating model, enabling integration of Infrastructure and Platform as a Service.
• Automation & Monitoring
• Technical contact for regional support
  • Provide technical consultancy and coordination, being the key liaison person for corresponding region (market/factory IT).
  • Be fully accountable for the region, providing technical expertise and consulting for market/factory IT.
  • Prepare budget recommendations for local market IT managers based on projected future infrastructure projects, activities and replacement plans.
• People management (if applicable)
  • Recruit, motivate and guide the professional development of the team reporting directly and indirectly to the incumbent.
• Other (if applicable)
  • Manage various tasks and projects as they arise and upon manager's request.
  • Windows infrastructure management.
  • Strong communication & project management skills.
  • Coordination and organizational skills, and meeting facilitation skills.
  • Good management of crises and high pressure situations.

Who are we looking for

• Bachelor's degree in Information Technology, Computer Science or Engineering, or equivalent work experience.
• Global service management, Outsourcing management.
• 5+ years experience in Information Technology, with particular focus on Service Delivery and governance.
• IT best practices (ITIL) knowledge.
• Fluent in English.
• Skilled with MS Office, Visio, Project.
• Infrastructure management and support in a global environment.
• Technical knowledge of one of our key applications, SAP or TME, would be a strong asset.
• Technical and business risk evaluation.
• Strong communication & project management skills.
• Coordination and organizational skills, and meeting facilitation skills.
• Good management of crises and high pressure situations.

What are the next steps

We will make sure every candidate will receive a reply within 2 weeks after the application deadline.