Expression of Interest - Global Service Desk & Incident Manager

The British American Tobacco Group; Selangor; On-site; MYR 100,000 - 130,000; Full time

Job summary

A global leader in consumer goods is seeking a Global Service Desk and Incident Manager in Selangor, Malaysia. Responsibilities include overseeing IT service operations, managing incident and crisis situations, and ensuring that suppliers meet their contractual obligations. Candidates should have 6-8 years of experience in IT services, possess an ITIL certification, and have a proven track record in supplier management and service desk operations. This role offers competitive benefits and opportunities for career development.

Benefits

Market leading annual performance bonus

Diverse health plans

Flexible holiday plan

Qualifications

• 6-8 years in managing complex IT services.
• Experience in large global organizations.
• Knowledge of ITIL best practices.

Responsibilities

• Manage BAU services for EUS and GSD.
• Ensure suppliers meet SLAs and obligations.
• Drive risk management processes.

Skills

IT Service Management

Supplier management

Incident management

Service desk operations

Data analysis for operational insights

Teamwork

Process orientation

Education

Bachelor's degree in IT or similar

ITIL Certification

Tools

ServiceNow

Job description

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World. To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together.

British American Tobacco has an opportunity for a Global Service Desk and Incident Manager in Subang Jaya, Malaysia.

This role is accountable to run service operations through the follow‑the‑sun model for the End User Services (EUS) and Global Service Desk (GSD) operations. It covers managing day‑to‑day operational activities across global service lines, incident and crisis management, and supplier management to deliver against agreed SLAs for the EUS & GSD services.

Accountabilities

• Manage BAU services for EUS and GSD to ensure suppliers deliver and meet contractual SLAs and obligations (First Call Resolution, Time to Resolve, Time to implement, User satisfaction surveys, etc.)
• Responsible for Service Managing few service lines i.e Global Service Desk, Windows Virtual Desktop (VDI), and Global Print Management services.
• Work closely with the global service lines and regional Service Line Managers on operational issues & escalations.
• Ensure alignment & holistic view of service delivery (avoid “silo” mentality).
• Responsible for Incident Management Process.
• Ensure alignment to agreed global, standardized IT Service Management processes e.g. Incident Management, Problem Management, Request Management, Supplier Management, Service Transition Management, Configuration & Asset Management, Knowledge Management, etc.
• Ensure effective evaluation of business risks and issues related to operational incidents.
• Implement appropriate risk management processes and take appropriate and timely actions.
• Drive and track operational plans, service level agreements and monitor implementation to ensure targets are met.

What we’re looking for

• Degree Educated, with 6‑8 years post graduate work experience including the management of complex IT Services environment.
• Experience in large global organization using in‑sourced and out‑sourced IT services and a good working knowledge of the management of global applications services.
• Breadth of knowledge of best practice IT Service Management best practice (ITIL) including Incident Management, Problem Management and Request Fulfilment.
• Proven IT operations, service desk, supplier management and service line management experience.
• Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs.
• Experience in Ticket reporting – leveraging data to generate operational insights to action to drive higher operational efficiencies, innovation opportunities and increased value proposition.
• Experience in a Global IT environment, supporting multiple countries, multiple vendors.
• ITIL Certification.
• Teamwork and Process oriented.
• Bachelor’s degree in IT area or similar.
• Experience with ServiceNow Enterprise management solution (beneficial).
• Oriented to details.

What we offer you?

• We offer a market leading annual performance bonus (subject to eligibility).
• Our range of benefits varies by country and includes diverse health plans, initiatives for work‑life balance, transportation support, and a flexible holiday plan with additional incentives.
• Your journey with us isn’t limited by boundaries; it’s propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn’t just a statement – it’s a reality we’re eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You’ll have access to online learning platforms and personalized growth programs to nurture your leadership skills.
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes.

Why join BAT?

We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio‑economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.