Job Description

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.

To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

GRADE: 34

JOB TITLE: Senior Services Analyst

EXTERNAL JOB TITLE: IT Service Analyst

FUNCTION: IDT

SUB FUNCTION: Service Technology

CITY & COUNTRY: Nairobi, Kenya

What are the key objectives and expectations from this role?

Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

What is the direct impact of this role on the team or organization?

You will play a key role in supporting the product vision by unlocking business and technological opportunities to deliver value to our business and our customers.

Reports to

IDT Area Lead – Enterprise Technology

Number of Direct Reports

No direct reports but will manage On-Site Service Providers

Core Relationships

Internal – DBS, Regional IDT Services team, Cyber team, Compliance teams, Global DBS COE teams, GBS, Service Providers/Partners

External – External vendors

Geographic Scope

DRBU (Area) – SSA (South Africa, Kenya, Nigeria & West & Southern African Markets (WESA)

Travel Required

N/A

• Analyses and reviews SSA Service Performance against the SLAs and OLAs.
• Maintains the regular Service Level review process with both the IDT Customer and Service Provider which covers:
  • Review outstanding actions from previous Reviews;
  • Current Performance;
  • Reviews Service Levels and targets (where necessary);
  • Reviews underpinning agreements and OLAs as necessary
  • Agree with appropriate actions to maintain / improve Service Levels.
• Coordinates troubleshooting
• Initiates any actions required to maintain or improve Service Levels
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Acts as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
• Ensures that appropriate changes are assessed for their impact on service levels
• Accommodating Service Improvement Plans / Programs within the SLM process
• Responsible for managing services across the pillars
• Involved in the LSC and the S&OP cycle and engages with IDT Demand for capturing any demand signals
• Manages local services suppliers, including MWP services, if locally delivered
• Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
• 1st level escalation point and focus for any SSA market engagement activities
• Monitors and ensure compliance related to IDT Services processes
• Support the data gathering of information required to drive successful Audits
• Responsible for directly managing the on-site Service Providers and complying with the Fieldglass process of onboarding them
• Ensure the tracking and accuracy of all IT related assets
• Drives improvement via Service Reviews.
• Support end market escalation by driving resolution through direct management (e.g. analysis/troubleshooting to support incident resolution) and engagement of relevant service owner.

ESSENTIAL

Experience Required

• Minimum 5 years’ experience in services technology management role (or equivalent)
• Good communication skills: oral, written, presentation, facilitation
• ITILV4 knowledge beyond theory.
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
• Ability to work under pressure, handle stressful situations in a calm manner
• Relationship management skills
• The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
• Working knowledge of virtualization, networking (LAN, WAN), patch management, server/ network setup and maintenance, system security, backup and disaster recovery
• Familiar with software development concepts and technologies

Technical / Functional / Leadership Skills Required

• A good understanding of the organization’s IT infrastructure, services provided
• A good understanding of the organization’s business and how IT contributes to it
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction
• Clear, collaborative and pragmatic communication skills
• Technology neutral – remains unbiased toward a specific technology or vendor choice, and is more interested in results than personal preferences
• Displays intellectual curiosity and integrity

Education / Qualifications / Certifications Required

• IT related degree.diploma in related IT discipline.

BENEFICIAL

• SAFe Certification and experience working within Agile teams.
• Comfortable working with enterprise-level platforms and technologies
• Strong external network with digital / technology contacts

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
• Benefits:
  • Meal Voucher/ Canteen as per location
  • Private Pension
  • Life & Health Insurance
  • Yearly bonus based on the ABS
  • Family support policy
  • Office perks
  • Flexible policy as per agreed Second Level agreement.

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.