Job Title:  Associate Manager - IT Service Management

Job Number:  13086

Country: Malaysia
Kuala Lumpur
Function: Information Technology
Level: Experienced Professional
Appointment Type: Permanent


Service Manager with Global experience required to fill a high profile role.  Accountable to working with business IT managers and suppliers to manage service delivery and service support model covering all BAT geographies, with a good understanding of the business requirements & processes, and to implement a service support offering which delivers business value.



·         Must have business-facing IT experience in a global environment, preferably with a degree in an IT-related discipline.

·         Must have experience of working in an industry where marketing is highly regulated.

·         Ability to interpret the business IT and functional strategies, understand the Group operating model and the implications actions in one area have on other functions.

·         Experience in large global organisation using in-sourced and out-sourced IT services and a good working knowledge of the management of global services.

·         Must have management experience of the followings:-

o    IT Service Management best practice (ITIL)

o    Demand Management,

o    Network provisioning,

o    Core MLAN management in the Tier 1 estate,

o    Network Monitoring Remote VPN connectivity,

o    Management Firewall,

o    Access Management and Identity Management,

o    Managed Security Services

o    Security Control Objective and Risk Management.

·         Must have practical experience in interpreting business process management and business metrics.

·         Must have practical experience in contract and commercial management.

·         Understand the background, issues and implications of company and functional strategic imperatives.

·         Knowledge and understanding of FMCG (Ideally Tobacco)



Manage the on-going service delivery and service support in order to meet BAT secure access and compute requirements through:

·         Define service models and then assess the impact of new services or changes to existing services

·         Manage outsourced and insourced delivery of service capabilities

·         Manage service standards and service catalogues

·         Act as an executive  point of escalation to resolve issues and commercial disputes

·         Manage finance and budgets as well as the correct cost profile (forecasts, actual vs planned., etc).

·         Accountable for  internal / external service review at executive and strategic level

·         Ensure the use of agreed global, standardised IT Service Management processes

·         Evaluate business risks and issues related to operational incidents, potential changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.

·         Review and approve data and reports for analysis in order to facilitate service monitoring and improved service performance

·         Drive continual service improvement initiatives to reduce the overall incident numbers and manage the risk of reoccurring major outages.


British American Tobacco is one of the world’s leading multinational companies, with brands sold in over 200 markets, made in 44 factories in 42 countries.

We are proud that we are consistently among the top 5 companies on the London Stock Exchange.

Our portfolio includes our world-famous Global Drive Brands – Dunhill, Kent, Lucky Strike, Pall Mall and Rothmans – along with many other leading international brands, such as Vogue, Peter Stuyvesant and State Express 555.

Alongside our traditional tobacco business, we are also developing products that offer consumers potentially less risky alternatives to regular cigarettes. Our Next Generation Products are already leading the way in the Industry of vapour and tobacco heating devices. We continue to develop a solid portfolio of consumer solutions which already include well known global brands like Vype, glo and Voke.

Contractual Legal Entity: BAT GSD (KL) Sdn Bhd (MY50)

Job Segment: Service Manager, Assistant Manager, Manager, Marketing Manager, Risk Management, Customer Service, Management, Marketing, Finance

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