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Job Title:  Service Manager - Change Management

Job Number:  19981
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.


Primary focus of the Service Manager - Change Management role is to work as part of a team to own and manage the day to day administration of the Global Change Management service, ensuring that Change requests are managed effectively.



Key areas of focus include overall accountability for: -

  • Administration of change process
  • Ensuring operation and integration of CAB structures across ITS
  • Reporting/Scheduling of Changes
  • Change Freeze Administration
  • Ensuring Change Management process is Compliance to BAT Standard
  • Assisting in Audit and Remediation process
  • Conduct Change BAU Monthly compliance health check.
  • Review and Update Operations Guide for Change Management
  • Play an active role in improving the Change Management service in line with the functional strategy.
  • Chair the CAB
  • Provide input, document requirements and support the design and delivery of training programs for change management.
  • Consult and coach project teams
  • Integrate change management activities into project plan
  • Define and measure success metrics and monitor change progress
  • Manage the change portfolio


  • Degree Holder, 1-3 years post graduate work experience in an IT Services environment and /or business facing IT role
  • Experience in large complex global organisation using in-sourced and out-sourced IT services          General awareness of best practice IT Service Management (ITIL) in selected processes.
  • A solid understanding of how people go through a change and the change process
  • Experience and knowledge of change management principles, methodologies and tools
  • Exceptional communication skills, both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Ability to establish and maintain strong relationships
  • Ability to influence others and move toward a common vision or goal
  • Flexible and adaptable; able to work in ambiguous situations
  • Problem solving and root cause identification skills
  • Must be a team player and able to work collaboratively with and through others


Core Relationships

  • Peer group and internal customers across IT Services and IT Delivery
  • IT Services Management teams.
  • Service Architecture – understand and effectively apply standard ITSM processes
  • 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities.



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

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

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