Job Title:  IT Service Manager

Job Number:  13441

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

To manage the operations of the Joiner, Mover, Leaver (JML) Service Line, in order to deliver an overall great user experience, supported with the necessary processes, governance and controls.
Manage ongoing service delivery and service support in order to meet agreed customer requirements
• Administer, operate, manage, execute and govern the JML process and tools in a global environment.
• Responsible for incident, problem and change management.
• Single point of contact (SPOC) and Ambassador for IT JML Service, process and governance.
• ‘Front Office’ facing and customer-focused. Manage issues and problems escalations.
• Working closely with HR and GBS HR to help define the JML service model and support the necessary governance for JML, aligned with agreed global, standardised IT Service Management processes.
• Ensure achievement of KPIs and SLAs through the necessary vendors and internal parties. Ensure the necessary service reporting and participate in internal / external service review meetings.
• Ensure the appropriate quality control processes (e.g. SOx, BCT, internal and external audits) are in place and adhered to. Implement appropriate risk management processes and take appropriate and timely actions.
• Relationship management of outsourced provider, ensuring delivery of service capabilities and service standards according to agreed contractual SLA.
• As part of Continuous Service Improvement, recommend and implement innovative actions in striving for a simple and agile solution and service line.
• Pro-actively adopt new global processes, tools, policies and metrics.
• Peer group and internal customers across IT Services, IT Demand, IT Delivery, HR, GBS HR and BAT business areas.
• IT Solution Development & IT Project Delivery – agrees and manages accountabilities and shared responsibilities. Collaborates to assure the design, testing, release, deployment and improvement of operational services.
• Service Architecture – understand and effectively apply standard ITSM processes. Collaborate to ensure effective transition of services and process improvement.
• Planning – collaborate on the development of IT plans and budgets.
• 3rd Party Vendors –supplier relationships focussed on operational / project activities.
• Degree Educated, with more than 5 years of work experience in an IT Services environment and /or business facing IT role.
• Knowledge and experience in Identity and Access Management environment.
• Resourceful and able to work independently.
• Experience of working collaboratively with technical teams to deliver effective outcomes.
• Service orientation and understanding of issues relating to customer satisfaction
• Good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required
• Process-oriented. Hands-on and willing to look at details. High level of attention to details and accuracy.
• Breadth of knowledge of best practice IT Service Management best practice (ITIL).
• An HR experience or background will be a bonus.
• An ideal candidate from a non-BAT background will take 4-6 months to learn BAT processes and governance before being fully productive.


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, Risk Management, Relationship Manager, Manager, QC, Customer Service, Finance, Management, Quality

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