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Job Title:  Service Manager - Analysis and Insights

Job Number:  19939
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.

PURPOSE STATEMENT:

Responsible and accountable to manage Service Performance Reports, IT KPIs and Metrics for IDT Services to enable informed management decision, service performance reviews and continual service improvement initiatives.

 

TYPICAL ACCOUNTABILITIES

  • Manage Service Performance reports, metrics and IDT Services KPIs
  • Accountable for report development, report quality assurance, and support all analytic efforts
  • Analyse, interpret trends or patterns in complex IT data sets and convey information to IDT Services management
  • Identify, drive and implement opportunities / strategies to optimize reporting efficiency and data quality
  • Pro-actively adopt new global processes, tools, policies and metrics
  • Ensure the use of agreed global, standardised IT Service Management processes

 

CORE RELATIONSHIPS

  • IDT Service Managers, Process Managers, Vendor Managers: liaise with service owners to understand data content and provide reporting and analytic capabilities for service performance reviews and improvements
  • IDT Senior Managers – Provide management reports for informed decision making
  • IDT Service Architect – Understand and effectively apply standard ITSM processes, collaborate to ensure effective transition of services and process improvement

 

SKILLS, KNOWLEDGE, EXPERIENCE

Essential

  • Degree Educated, with at least 8 years IT experience in a complex geographical/ functional matrix organisation using in-sourced and out-sourced IT services
  • Must have experience in analytics and reporting tools; and report developments
  • With practical experience in interpreting IT Service Management process, KPIs, and metrics
  • Good knowledge of IT Service Management best practice (ITIL)
  • Good verbal and written communication capabilities for conveying information to Team and Senior Managers
  • Strong analytics skills, attention to detail and able to make sense of complex and logical problem quickly
  • Experience with IT service management tools, such as Cherwell and ServiceNow
  • High level of IT competence with aptitude for learning new technologies and processes

 

Nice to have experience

  • Advance in Microsoft Power BI
  • Microsoft SQL Server
  • PRINCE 2, Agile, DevOps or methodology

 

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


Job Segment: Service Manager, Manager, Database, SQL, QA, Customer Service, Management, Technology, Quality

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