TO ACHIEVE OUR AMBITION, WE ARE LOOKING FOR COLLEAGUES WHO ARE READY TO BE THE CHANGE. COME, JOIN US ON THIS JOURNEY!

British American Tobacco Germany has an exciting opportunity for an IT Service Specialist in Hamburg
We are seeking a skilled and motivated IT Service Specialist to join our team based in Hamburg. This mid-level role is an excellent opportunity for a professional with hands-on experience in IT Service Management (ITSM) and emerging technologies to contribute significantly while developing their career. The role is at junior management level and offers a clear path for growth and leadership opportunities.
This role is responsible for executional, co-ordinational and organizational tasks in accordance with the IT processes defined in Global Operating Model which should be executed at DACH cluster level. Sitting at the centre of IT services team, the role will coordinate between IT, local finance teams, global support teams as well as other IT teams in CE region and local suppliers in each country of cluster to ensure that services are maintained and delivered as per agreed SLA.

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.

• Ensure the IDT services are getting delivered through defined compliant standard processes and service levels are maintained to meet the IDT strategic pillars.
• Drive projects defined in portfolio and ensured deliverables are handed over as per defined requirements.
• Translate business requirements into system enhancements and deploy scalable, reliable solutions to meet functionality and performance needs.
• Support the development of end-user technology projects, including collaboration services, to improve employee productivity and user experience.
• Ensure governance, security, and compliance standards are enforced in platform development and other IT projects.
• Collaborate with stakeholders to deliver scalable IT solutions that align with business objectives and drive service excellence.
• Configure and support ITSM modules (Incident, Problem, Change, Request Management) and service catalogues, ensuring effective management of IT service level agreements (SLAs) by defining, monitoring, and analysing performance metrics.
• Implement automation and process improvements to enhance ITSM workflows and user interfaces, focusing on intuitive service portals to improve operational efficiency, user engagement, and satisfaction.
• Monitor and measure the service level KPIs and perform monthly service reviews with suppliers and partners.
• Ensuring that ITSM processes and KPIs, OLA, SLAs and underpinning contracts are in place to meet target service levels.
• Engage with regional and area IT teams for service improvements and change managements.