BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!
British American Tobaccohas an exciting opportunity for an IT Service Manager-Global Service Desk, Virtual Desktop & Print Servicesin Selangor, Malaysia
This role manages service operations through a follow-the-sun setup for the global service desk, Windows Virtual Desktop, and Print Services. Responsibilities include supervising daily operational processes across global service lines supported by the global service desk. The role also entails handling incident and crisis situations along with supplier oversight to ensure SLAs are met.
Your key responsibilities will include:
- Manage BAU services for End User Services and the international support center. Ensure suppliers meet contractual SLAs and obligations, including First Call Resolution and Time to Resolve. Track Time to Implement and user happiness surveys.
- Responsible for managing several service lines, including IT support center for virtual desktop infrastructure (VDI) and worldwide print management services.
- Collaborate closely with the worldwide service lines and regional Service Line Managers on operational issues and customer concerns.
- Ensure alignment and coordinated view of service delivery and be responsible for the Incident Management Process.
- Adhere strictly to agree global, standardized IT Service Management processes, such as Incident Management, Problem Management, Request Management, Supplier Management, Service Transition Management, Configuration & Asset Management, and Knowledge Management.
- Conduct effective evaluation of business risks and issues related to operational incidents.
- Implement appropriate risk management processes and take timely actions.
- Drive and own operational plans, service level agreements, and supervise implementation to ensure targets are met.
What are we looking for?
- Degree Educated, with 6-8 years post graduate work experience including the management of complex IT Services environment
- Experience in large global organizations using in-sourced and out-sourced IT services and a good working knowledge of the management of global applications services
- Breadth of knowledge of established IT operations frameworks (ITIL) including Incident Management, Problem Management and Request Fulfilment
- Proven IT operations, service desk, supplier management and service line management experience
- Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs
What we offer you?
- 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 flexible holiday plan with additional incentives
- Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
- You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
- We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.
We see the career breaks as opportunities not obstacles. 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).
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.
If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.
