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Job Title:  Application Service Manager - PACE

Job Number:  33652

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!


BAT Malaysia Is Looking for an Application Service Manager - PACE

Seniority Level: Management Role

Function: Information & Digital Technology (IDT) Services

Salary Range: (To Be Discussed) + excellent benefits + market leading bonus

Location: Kuala Lumpur, Malaysia



This role aims to execute a range of IT Service management activities in support of services ((applications / technologies) deployment and / or day to day support for end users, especially for Operations IT related applications. Reports to: IT Corporate Finance Manager

Reporting Level: Solution Centre Manager – Operations IT

Geographic Scope: Global



  • Execution on any impact of new services or changes to existing services
  • Participate and execute on escalation raised by the stakeholders/ users.
  • Host internal / external service review meetings with respective stakeholder/ vendor.
  • Analyse and review vendor performance against contract and agreed OLA/SLAs
  • Participate in negotiations and contracting vendor
  • Execute & keep track on service run cost.
  • Provide support and execute security and compliance policies and administration, such as TOM and SOX compliance
  • Participate on definition of service models & design
  • Assessment of the impact of new services or changes to existing services
  • Monitoring of outsourced service delivery
  • Escalate / resolve issues On-going service delivery and service support in order to meet agreed customer requirements
  • Collate required data and reports for analysis and facilitate service & performance monitoring
  • Use agreed global, standardized IT Service Management processes



  • Degree Educated, with extensive post graduate work experience in an IT Services environment and /or business facing IT role
  • Experience and knowledge of service operation management principles, methodologies and tools
  • Knowledge of ITIL processes and best practices. Certification in ITIL professional examinations is required
  • Experience in large complex global organization using in-sourced and out-sourced IT services
  • Vendor and Service Management skills
  • Understand of COUPA and or Icertis solutions
  • Creative thinking skills and ability to solve problems



  • Delivering in ambiguous & dynamic situations as a part of a global multi-functional team by building partnerships & working diplomatically
  • Drives innovation & knowledge sharing



At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

  • Global Top Employer with 53,000 BAT people across more than 180 markets
  • Brands sold in over 200 markets, made in 44 factories in 42 countries
  • Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
  • Diversity leader in the Financial Times and International Women’s Day Best Practice winner
  • Seal Award winner – one of 50 most sustainable companies



Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference

Job Segment: Service Manager, Developer, Manager, Corporate Finance, Customer Service, Technology, Management, Finance

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