About Us

We're a truly international company, fourth largest in our industry and operating across 119 markets. An inclusive, innovative global FMCG business supported by 26,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.

As we move forward, our consumers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The Role

The Network Service Owner is responsible for the operation and strategic deployment of Network Services within GBS, IT Infrastructure Operations. This is a global role delivering network services, projects and third line support in line with business needs. The role reports to the GBS – Head of Infrastructure Operations and will work closely with the other Service Owners across Infrastructure Operations.

As part of a global organisation there is a need to be flexible and able to work out of hours as an escalation point. International travel may be required.

The purpose of the Network Service Owner role is to ensure high quality service and operational excellence for the entire Infrastructure Operations Portfolio.

Key accountabilities

• Working with the Head of IT Infrastructure Operations to build and leverage strategic relationships with key third-party suppliers;
• Ensure effective management of any third-party outsource agreements ensuring performance, quality, reliability and cost effectiveness;
• Ensure services meet their SLA targets and expectations;
• Maintenance and forecasting of service budget lines, support recharge of services to internal customers in line with the needs of the service;
• Contribute and adhere to appropriate governance processes to ensure compliance with all IT policies and frameworks;
• Attending Change Approval Board meetings to ensure governance and alignment;
• Delivery, maintenance and review of internal technical processes and procedures for service, ensuring updates are made during and post technical change;
• Support the optimisation and consolidation of technologies, services and suppliers on a regional and global basis as appropriate;
• Provide a level of technical expertise and consultation at various levels across the organisation;
• Work with all Application and Operations teams to drive consistency in process, governance and tooling across the different teams;
• Implementing and executing the Service Delivery strategy for Global IT & Global Business Services as defined by the Architecture team, in their specific area;
• In partnership with the architecture function you will agree the most suitable technology, ensuring end to end application architecture validation for all operational components in addition to accountable support across multiple service providers;
• Driving rationalisation and associated cost savings whilst maintaining operational stability;
• Drive efficient and effective product lifecycle from inception through to retirement – crafting, agreeing and leading the service strategy. If demand for products is growing, then you must seek investment to support the demand. Where an opportunity is seen to change, eliminate or merge services, you’ll be expected to drive those changes;
• Advising and guiding on vendor management during contract renewals, contract changes, supplier benchmarking, validation of quotes and purchases. Running Service Reviews in conjunction with Vendor Management discipline to ensure contract SLA compliance in the spirit of partnership and continual service improvement;
• Delivering technical training within Service Technology to ensure skill/knowledge retention;
• Owner of service availability and capacity plan; and
• Working with the Service Transition team to validate and accept technical change delivery from Portfolio Management.
• Point of escalation for Service Delivery.
• Any other reasonable duties, aligned to role.

Skills and experience required

Essential:

• Extensive experience and knowledge of Global WAN, LAN technologies.
• Previous experience in IS Service Delivery
• Budgetary experience coupled with demonstrable commercial awareness
• Good communication skills – both written and oral
• Proven knowledge and experience of tools, technologies and methods in your area of Global Service Delivery expertise
• Excellent IT people management skills with experience of managing teams spread across multiple locations

Desirable:

• Educated to degree level, ideally in Information Technology, Engineering Business, Economics or equivalent
• Knowledge of the consumer products industry, with tobacco industry knowledge preferable

What we offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension, full family medical care, car allowance, 25 day holiday (with an additional 4 days on top to cover the Christmas period and bank holidays).

Next Steps

Interested applicants should apply with their CV highlighting their suitability for the role.