Job Title:  Service Manager - CSI

Job Number:  14330

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





•   Realise tangible service improvement via a structured programme of change, focussing on efficiency and waste reduction.




•   Link IT and BAT goals and benefits to CSI initiatives

•   Ensure effective stakeholder relationships between the CSI team and the rest of Enterprise Services and the wider IT organisation

•   Provide effective challenge to the rest of IT in order to accelerate and amplify continual service improvement

•   Trusted, strategic advisor about continual service improvement

•   Understand the relevant services landscape and proactively promote activities to continually improve the user experience of the services in a tangible manner

•   Oversee the creation and sign off of a CSI portfolio and plan (including CSI initiatives and CSI capability development)

•   Ensure the use of global, standardised IT Service Management processes

•   Access and analyse required data and reports in order to facilitate continual service improvement




Skills and Experience


•   Degree Educated, with significant post graduate work experience in an IT Services environment and /or business facing IT role

•   Experience leading IT / business engagement for a geographical area / large end market / global function

•   Change management experience with strong stakeholder and risk management skills

•   Experience leading, influencing and operating in a complex geographical/ functional matrix organisation

•   Breadth of knowledge of best practice IT Service Management best practice (ITIL)

•   Good grasp of BAT business model and components, IT landscape, service catalogue and roadmap

•   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, Manager, User Experience, HVAC, Customer Service, Finance, Management, Technology, Operations

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