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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.


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.



  • 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



  • 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




  • 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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