Job Description

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

BAT DIGITAL BUSINESS SERVICE IS LOOKING FOR IDT SERVICE MANAGER - APPLICATION

SENIORITY LEVEL: Management

FUNCTION: IT | Digital Business Service

SALARY RANGE: Starting at RM10, 500+ Excellent Benefits + Bonus

LOCATION: Sunway Geo Tower, Bandar Sunway

ROLE POSITIONING AND OBJECTIVES

The purpose is this role is to drive automation, simplification and continual service improvement initiatives within the IDT portfolio across the region by exploiting synergy opportunities between the market and the Tech Hubs.

Reports To: Head of Zone 3 IDT Services Reporting Level: Managing Team

Geographic Scope: Malaysia

WHAT YOU WILL BE ACCOUNTABLE FOR

• Lead projects and initiatives across the region and ensure proper handover through the execution of the Service Transition process.
• Drive silent running through proactive planning and end to end execution of the Incident, Problem, Change, Crisis and Request Management process
• The role is accountable for delivery of defined success measurement covering all services within the function scope, ensuring service levels, availability, performance, efficiency, monitoring, emergency response, and capacity planning are within contracted levels.
• Act as the region\xe2\x80\x99s representative across various global, regional and project forums to drive towards common outcomes that are also fit for purpose in the end markets.
• Execute exploitation of opportunities for digital acceleration and transformation in the region through collaboration with the respective enablement and excellence teams in the Tech Hubs
• Review and report service performance against SLAs and OLAs across IDT services consumed in the region, driving service reviews and improvement activities across geographies and functions in the region
• Manage the operational relationships for all regional vendor(s)
• Support the planning, assessment and execution of business releases and changes for key applications and infrastructure at a regional level
• Drive continual service improvement across supported pplications.
• Ensure compliance KPIs across the respective IDT Services processes are maintained across the region
• Ensure alignment to agreed BAT global Target Operating Model (TOM) processes, and standardised ITIL IT Service Management processes.
• Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• At least a degree in equivalent field
• 5 - 7 years experience in IT Service Management
• Good communication skills: oral, written, presentation, facilitation
• Practical knowledge of ITILV4, Lean, Agile and DevOps methodology
• Experience with ServiceNow toolsets
• Ability to work under pressure and handle stressful situations in a calm manner
• Armed with conflict resolution and relationship management skills
• Capable to drive for collaborative outcomes through stakeholders across various geographical and functional teams.
• Has a strong understanding of IDT Services operations and processes
• Has a good understanding of end-market business processes and how IDT services contribute to it
• Ability to innovate and drive creative solutions
• Knowledge and management experience in digital technology

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women\xe2\x80\x99s Day Best Practice winner
• Seal Award winner \xe2\x80\x93 one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity, and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

British American Tobacco