BAT is evolving at pace into a global multi-category business. British American Tobacco Mexico has an exciting opportunity for a SAP Service Manager in Monterrey
Ensures the day-to-day delivery of a set of services by third party IT providers to BAT's EP (Enterprise Platforms) Corporate & HR functions such as Finance, Legal and Human Resources. This includes reviewing and optimising the quality and of the service provided by the suppliers using standard service management methodologies, including continued service improvement. The role will work closely with representative of functional IT and user representatives to review performance of existing service, drive improvement activities and support the implementation of new support requirements and solutions. Provides technical advice based on day-to-day operational experience to projects and architecture functions to enhance standards and future solutions. This role ensures that the BAT specific intellectual property is maintained beyond projects.
Understand business needs, assess risks and impacts, recommend solutions,



and collaborate with business, IT, vendors and project teams.
Gather requirements, perform fit-gap and impact assessments, evaluate estimates, prepare implementation plans, and ensure vendor/support readiness.
Ensure changes comply with integral processes, governance, security and regulatory requirements, and obtain approval through the appropriate governance bodies.
Coordinate implementation, release, deployment and service transition across project teams, vendors and IT, ensuring changes are delivered smoothly without affecting service quality or compliance.
Own day-to-day service performance, conduct service reviews, monitor SLAs/OLAs and vendor performance, and coordinate operational activities such as DR tests and certificate renewals.
Identify and manage operational risks, implement governance controls, support audits, and drive remediation of audit and compliance findings covering areas such as S

📌 Head of Software Support Service (Monterrey)
🏢 The British American Tobacco Group
📍 Monterrey