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Job Title:  IDT Service Management Analyst

Job Number:  21717

We are BAT! A global leader with more than 250 brands in over 200 markets. And we bring together the world’s brightest and best minds.



British American Tobacco is looking for an IT Service Management Analyst role, in KL Tech Hub.

The incumbent is to monitor the Service Level Agreements (SLA) and ensuring that they meet the required levels;

Ensure that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts are appropriate for the agreed service level target.




  • Monitor service performance against the SLAs and OLAs;
  • Support Service Level review process with both the IT Customer and Service Provider which covers:
  • review outstanding actions from previous Reviews
    • current performance
    • review Service Levels and targets (where necessary)
    • review underpinning agreements and OLAs as necessary
    • agree with appropriate actions to maintain / improve Service Levels
  • Coordinate troubleshooting;
  • Support any actions required to maintain or improve Service Levels;
  • Act as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.);
  • Ensure that appropriate changes are assessed for their impact on service levels;
  • Accommodate Service Improvement Plans / Programs within the Service Level Management processes.
  • Monitor and ensure compliance for control navigator / audit items related to IT Services processes
  • Operate SOx controls




  • Manage services across pillars;
  • Own the Local Service Catalogue throughout the Sales and Operational Planning cycle and engages with IT Demand for capturing any demand signals;
  • Manage 3rd Party Vendors – Develop non-commercial relationships to collaborate in defining, designing and delivering the solutions
  • Ensure fulfilment of services as per SLA, monitor and capture performance via Service Reviews
  • External - keep up-to-date with changes within the IT and FMCG industries and with peer groups at other organizations, Special interest groups and Best Practice experts
  • IT Standards & Governance – to ensure effective application of standard processes





We are looking for a service management analyst to carry out operational activities such as granting of user access for various applications, some of which will need considerable checking prior to provisioning access to the applications.


You will operate SOx controls and gather the necessary evidence based on the SOx RACM. The individual will also be assisting with operational service management tasks e.g., following up on approvals, contract renewals documentation, engaging suppliers on resolution of service requests, incidents, application testing, liaising with resolver group from supplier, have basic understanding of change management process, etc.




  • 1-5 years work experience in cross-cultural IT Services environment and /or business facing IT role
  • ITIL experience (ideally certified)
  • Understanding of change request management.
  • Access Management & Incident Management within a resolver group
  • License Management with Access Management
  • Audit savvy
  • Experience in large complex global organisation using in-sourced and out-sourced IT services
  • Experience in managing internal stakeholders and external vendors



  • Experience in SOX compliance or similarly managing internal process and compliance controls against defined IT processes
  • Agile or DevOps methodologies
  • Microsoft product experience
  • Experience of working in regulated environments
  • Exposure state of the art analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications


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

Job Segment: Service Manager, Manager, Compliance, Change Management, Customer Service, Management, Legal

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