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 global 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 SOx, GDPR and IT security.
Identify and implement service improvements, innovations and standardisation through continuous service improvement, with the objective of improving quality, efficiency and moving towards a leaner organisation.
Degree, with at least 5 years of experience working in IT Services environment and minimum 5 years of experience working with SAP and SAAS/ Azure platforms (nice to have) in project implementation and/or production support environments.
Experience across the full lifecycle from solution design and implementation through deployment, transition and production support. Understands Agile or DevOps process will be an advantage.
Experience working in large global organisations with a combination of in-house and outsourced IT service providers.
Proven experience working on large, global projects involving stakeholders across multiple countries, cultures and business functions.
Experience working in environments with strong regulatory, data protection and compliance requirements, particularly SOx and GDPR (IT Audits).
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 adaptable holiday plan with additional incentives
You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
We're one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
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).
We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.
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📌 Head of Software Support Service (Monterrey)
🏢 The British American Tobacco Group
📍 Monterrey