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So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

 

 

  

Data Center Service Delivery Manager

 

 
Position purpose:

 

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 in line with business expectations and contracts.

You will be responsible for the delivery and implementation of the outsourced services based on the contract agreement to ensure optimal quality, efficient & ongoing operations. In addition, the Service                 

In this role applicant will maintain a close partnership with the other teams within the Infrastructure & Operations Team 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.

You will be responsible for raising data quality and performance levels within the Infrastructure & Operations Teams. Providing a high level of data quality awareness across multiple I&O Teams. Proactively improving the quality of I&O reporting.

 

What will you do – responsibilities:

• 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
• Maximize the contribution of SNOW ITOM to improve I&O Operations
• 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
• Strive for maximum effectiveness of all activities, minimize efforts and budget, maximize automation, challenge processes
• Provide a high level of data quality awareness across multiple I&O Teams. Proactively improving the quality of I&O reporting
• 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
• Ensure strict compliance with established corporate governance instruments (JSOX, P&Ps, OCM, BAP, etc...) and JTI standards and security policies
• Ensure all processes including incident, change and problem management are executed following stipulated ITIL best practices
• 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
• 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
• Coordinate project activities between several technical teams
• Work in close cooperation with and provide necessary support to global and local IT teams (GSD, Technical Architecture, DC Technical Architecture& Integration, RILs, DSM, IT Managers, etc.)
• Support and work in collaboration 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
• Ensure processes necessary for the support and ongoing operations of a hybrid cloud operating environment are put in place and adhered to

Who are we looking for – requirements:

 

• Bachelor's degree in Information Technology, Computer Science or Engineering, or equivalent work experience
• Global service management, Outsourcing management
• 6+ years’ experience in Information Technology, with particular focus on Service Delivery and governance
• IT best practices (ITIL) knowledge
• Fluent English
• Fluent with MS Office, Visio, Project

Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.
 

What are the next steps – Recruitment Process:

 

Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline. Should you have any questions, you are welcome to contact Olena Savchuk – Talent Advisor ([email protected])

 

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:

 

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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).

7. 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.

8. 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.

 

Interested in working at JTI? Want to know more? Talk to our JOIN-BOT and get to know us better!

 

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.