Job Title:  Service Reporting Manager

Job Number:  15958

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

Country: Malaysia

Location: Sunway Geo-Selangor

Function: Information Technology 

Level: Experienced Professional 




Responsible and accountable to manage Reporting Database, Service Performance Reports, IT KPIs and Metrics for IT Services (ITS) to facilitate service performance reviews and continual service improvement initiatives.



  • Lead Service Report front-end solutions in the team
  • Manage and maintain Service Reporting Database and Reports as resource for IT Services
  • Manage Service Performance Metrics and ITS KPIs
  • Manage delivery of service reporting capabilities for ad-hoc and on-going needs
  • Support all analytics efforts, report developments, and data and reporting quality assurance
  • Identify, influence and drive service/ management reporting needs, capturing requirements and determining solutions to data and reporting problems.
  • Pro-actively adopt new global processes, tools, policies and metrics.
  • Identify, drive and implement opportunities / strategies to optimize reporting efficiency and data quality
  • Ensure the use of agreed global, standardised IT Service Management processes


Skills and Experience:

  • Degree educated, with 5-8 years business-facing IT experience in an IT Services/ Global environment
  • With practical experience in interpreting business process management and business metrics
  • Experience in analytics and reporting tools especially Microsoft
  • Technical skills: At least 5 years of experience in MS SQL, and advance in reporting tools (such as Excel and PowerBI)
  • Strong logical thinking, attention to detail and analytic ability
  • Must have the aptitude and desire to learn new competencies and skills
  • Experience in Agile delivery method-Desirable
  • Breadth of knowledge of best practice IT Service Management best practice (ITIL)


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, Manager, Database, SQL, QA, Customer Service, Management, Technology, Quality

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