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Job Title:  Solution Centre Manager

Job Number:  19941
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.


This role aims to lead a team and execute a range of IT Service management activities in support of services (applications / technologies) deployment and / or day to day support for end users, especially for Operations IT related applications. 





Strategic Scope

Planning & Design

Reporting Level

Manage others

Geographic Scope 



  • Breadth / complexity of role (size / strategic importance / risk of functional / technical responsibilities)
  • Size / strategic importance of functions served



As a Service Owner who accountable for the Operations IT related application, to ensure that a service is managed with a business focus, and act as a single point of accountability in order to provide the level of attention and focus required for its delivery.

The Service Owner is also responsible for continuous improvement and the management of change affecting the service owned. That includes negotiate, agree and manage operational plans, service level agreements and budgets and monitor implementation to ensure targets are met and deliver business value.

  • Incident & Problem Management:
    • Invlved in or perhaps chairs the crisis management team for high-priority incidents impacting the service owned.
    • Plays a majr role to ensure the root cause and proposed permanent fix for the service being evaluated and provide require approval.
  • Change & Release Management:
    • Participates in Change Advisory Board decisions, approving changes to the own services.
    • Endorse & manage any impact of new services or changes to existing services including define service acceptance & ensure completion of transition from project to BAU.
  • Service Level Management:
    • Acts as the single point of contact for the Operations IT related services.
    • Stakeholder engagement and manage expectations on the agreed service level.
    • Manage service standards and service catalogues maintenance.
    • Review and improve the service level for existing service.
    • Define and design the service level for new service.
    • Establish, Review, Negotiations and contracting vendor
    • Manage Vendor governance to ensure performance issues are addressed and relationship is effectively managed
  • Availability, Capacity & Configuration Management:
    • Ensuring that all IT application, infrastructure, processes, tools, resources etc. are appropriate for the agreed service level targets for availability.
    • Responsible for defining, analyzing, planning, measuring and improving all aspects of the availability of IT service owned.
    • Responsible for ensuring that adequate capacity is always available to meet the agreed needs of the business in a cost-effective manner.
  • Service Continuity:
    • Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis.
    • Support security and compliance policies and administration, such as IT audit and SOX compliance.
    • Ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.
  • Financial Management:
    • Oversee & manage the services budget and run cost.
  • Stakeholder engagement:
    • Manage any escalation raised by the stakeholders/ users.
    • Understand the on-going service delivery and service support to meet customer requirements
    • Participate in internal / external service review meetings and manage stakeholder expectations


  • Peer group and internal customers across IT Services, IT Demand, IT Delivery, Service Transition and BAT business areas
  • Cross IT Services Management teams
  • Service Architecture – understand and effectively apply standard ITSM processes
  • Planning – support the development of IT plans and budgets
  • 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities
  • Functional leadership teams supporting the Business Partners in building the reputation of IT and its associated value and knowledge.
  • IT Standards & Governance – collaborate to ensure effective application of standard processes
  • External - keep up-to-date with changes within the IT and FMCG industries and with peer groups at other organisations, Special interest groups and Best Practice experts


  • Degree Educated, with extensive post graduate work experience in an IT Services environment and /or business facing IT role
  • Experience in large global organisation using in-sourced and out-sourced IT service providers
  • Experience on IT Service Management best practice (ITIL)

An ideal candidate from a non-BAT background will take 4-6 months to learn BAT processes and governance before being fully productive.

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

Job Segment: Manager, Risk Management, Compliance, Internal Audit, Management, Finance, Legal

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