About the position:

As a Support & Operational L3 Manager, you will be part of JTI’s Digital Technology function within the Global Development Center (GDC), contributing to the DIGITECH department - a key area responsible for shaping technology and process strategy in line with the company’s digital vision and driving high-quality digital delivery. In this role, you will report directly to the Operational Excellence Delivery Director and lead the L3 Delivery team. Your focus will be on ensuring the stability, scalability, and continuous evolution of digital solutions by taking full end-to-end ownership across both delivery and support activities. You will play a critical leadership role in managing complex L3 incidents, driving technical excellence across the application lifecycle, and enabling cross-functional teams to deliver robust, high-quality solutions. Acting as a bridge between business needs and technical execution, you will ensure that digital capabilities are effectively planned, delivered, and continuously improved.

Main areas of responsibility:

Delivery & Technical Ownership:

• Take end-to-end ownership of planning, coordination, and delivery of digital initiatives across cross-functional teams
• Translate business requirements into robust and scalable technical solutions
• Provide technical leadership across the full application lifecycle, ensuring alignment with architectural standards and best practices
• Drive technology decisions and support the selection and assessment of new solutions, particularly in the mobile space
• Ensure solutions remain competitive, scalable, and aligned with evolving industry trends and standards
• Manage and coordinate the delivery roadmap in collaboration with Product Owners, Product Managers, and Engineering teams

L3 Support & Operations:

• Own the resolution of complex L3 incidents, ensuring minimal business disruption and timely recovery
• Drive improvements in incident, problem, and change management processes, focusing on stability and reliability
• Monitor and improve service performance through KPIs and SLAs, ensuring high service quality and efficiency 
• Identify root causes of recurring issues and implement long-term corrective actions
• Ensure smooth collaboration between L1, L2, and L3 teams, acting as a key escalation point for complex technical challenges

Release, Governance & Quality:

• Participate in and oversee release activities, maintaining visibility of release progress and status, while ensuring smooth deployments and minimal disruption to live environments 
• Establish and maintain effective change management and governance processes, ensuring compliance with internal policies and standards
• Ensure all solutions follow defined engineering standards, operational readiness frameworks, and security requirements
• Oversee testing, quality assurance, and documentation processes to guarantee stable and high-quality releasesMonitor delivery performance, risks, and dependencies, providing clear updates and reports to stakeholders

Stakeholder Management & Continuous Improvement

• Build strong relationships with business, product, and technology stakeholders to align priorities and ensure successful delivery
• Collaborate with internal teams and external vendors to deliver solutions in line with business goals and IT strategy
• Drive continuous improvement initiatives across support and delivery processes, leveraging data and performance insights
• Analyze operational trends, identify inefficiencies, and implement improvements to enhance overall performance
• Ensure compliance with IT governance, audit requirements, and data protection standards

Requirements:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• Fluent English (Written and spoken)
• 5+ years of experience in delivery management within large, complex environments (teams of 25+ people)
• 5+ years in an engineering leadership role (e.g. Engineering Manager, Tech Lead, Solution Architect, Team Lead)
• Hands-on experience in building and delivering modern digital platforms, ideally within cloud-based, SaaS and microservices architectures
• Proven track record in end-to-end delivery of mobile or digital solutions, from design to release and ongoing support
• Experience working across both BUILD and RUN environments
• Strong understanding of the mobile application development lifecycle
• Solid knowledge of software architecture, design patterns, and modern application frameworks
• Familiarity with DevOps practices (CI/CD, Git, automation, testing frameworks)
• Experience with release management, testing strategies, and quality assurance
• Knowledge of e-commerce ecosystems (e.g. Adobe stack such as Magento or AEM) is a strong asset
• Exposure to data technologies and modern digital ecosystems is a plus
• Experience leading cross-functional teams and collaborating with business and IT stakeholders
• Ability to drive and influence technical and business decisions
• Strong experience in stakeholder management, including senior leadership interaction
• Experience in vendor management and RFP processes is an advantage
• Continuous improvement mindset, ideally with experience in lean methodologies
• Strong leadership, communication, and conflict resolution skills
• Strategic thinking with the ability to connect technology with business outcomes
• Proactive, ownership-driven approach with a focus on quality, stability, and scalability
• Up-to-date with modern technology trends, particularly in the digital and mobile space

Our offer includes:

• Competitive pay and attractive annual bonus
• On-going development opportunities in a multinational environment, a wide variety of projects, ambitious goals, and independence in achieving them.
• Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work)
• Lot of flexibility in terms of work arrangements (work from the office or from home)
• Private medical care (various options to choose) and life insurance
• Employee pension and savings programs
• JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave
• Multisport card, foreign language classes
• Wide variety of training, webinars, and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria)
• Modern office with traditions (Art Norblin Factory) in a convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking
• Working in a diverse and inclusive organization of 43 different nationalities

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.