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ChatJTI Technical Manager (m/f/d)

Position Purpose:

The Technology Operations Support Manager (Global IT) is a pivotal WG3 role within the Technology Innovation Department, based in Warsaw, Poland. This position is dedicated to providing comprehensive operational support for the chatJTI application on both desktop and mobile platforms. The role emphasizes proactive coordination with key stakeholders, particularly the Stellium development team, to collect, prioritize, and implement new features while ensuring robust post Go-live support. In alignment with the department’s strategy, this manager will drive operational excellence, facilitate stakeholder engagement, and support the continued evolution and adoption of chatJTI across JTI and JT Tobacco entities. This role is critical in ensuring chatJTI’s sustained operational excellence and driving innovation through stakeholder-centered feature development.

Position:

• Coordinate with Stellium development team and other stakeholders to gather, evaluate, and prioritize feature requests for chatJTI desktop and mobile applications
• Manage the operational support lifecycle for chatJTI, including monitoring, troubleshooting, and resolving post Go-live issues to ensure high user satisfaction and reliability
• Act as the primary liaison between technical teams and business units, ensuring smooth communication and alignment of operational objectives
• Champion continuous improvement by analyzing operational data, reporting on support outcomes, and recommending enhancements to processes and tools
• Facilitate user engagement through training, guidance, and advocacy for new features and updates
• Contribute to the development and implementation of operational controls, standards, and best practices within the Technology Innovation Department

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field required
• Excellent communication skills in English (written and verbal); additional languages are a plus
• Minimum 3 years in IT operations support, feature coordination, or similar roles, ideally within a global environment
• Proven expertise in operational support for enterprise applications (desktop and mobile), stakeholder engagement, and project coordination
• Experience with Azure or cloud technologies is preferred
• Strong analytical and problem-solving abilities. Familiarity with GenAI and chat-based platforms is a plus
• Inclusive leadership, collaboration, adaptability, accountability, and a passion for operational excellence and innovation
• Strong focus on continuous improvement and operational excellence
• Ability to work effectively with business stakeholders to understand needs and deliver solutions
• Ability to build and maintain strong partnerships with development teams.
• Strong stakeholder management and collaboration skills

What to expect:     

Expect well-being initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.  

Are you ready to join us? Build your success story at JTI. Apply now!

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.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.

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