Global Service Desk & Incident Leader

British American Tobacco; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global company in Kuala Lumpur is seeking an experienced Global Service Desk and Incident Manager. This role involves managing service operations for End User Services and Global Service Desk, ensuring suppliers meet SLAs, and overseeing the Incident Management process. The ideal candidate has a Bachelor's degree in IT, ITIL certification, and 6-8 years of experience in complex IT Services environments. Join us and contribute to our commitment to excellence in service delivery.

Benefits

Market-leading annual performance bonus

Diverse health plans

Work-life balance initiatives

Flexible holiday plan with additional incentives

Access to online learning platforms

Qualifications

• Degree Educated with 6-8 years post graduate work experience in complex IT Services.
• Experience in large global organizations using in-sourced and out-sourced IT services.
• Proven IT operations, service desk, and service line management experience.
• Experience in Ticket reporting to drive operational efficiencies.
• Able to work independently and drive outcomes through suppliers.

Responsibilities

• Manage BAU services for EUS and GSD to meet contractual SLAs and obligations.
• Responsible for the Incident Management Process.
• Ensure alignment to standardized IT Service Management processes.
• Drive and track operational plans and monitor implementation for targets.

Skills

IT operations

Supplier management

Teamwork

Process orientation

Education

Bachelor's degree in IT or similar

ITIL Certification

Tools

ServiceNow Enterprise management solution

Job description

A leading global company in Kuala Lumpur is seeking an experienced Global Service Desk and Incident Manager. This role involves managing service operations for End User Services and Global Service Desk, ensuring suppliers meet SLAs, and overseeing the Incident Management process. The ideal candidate has a Bachelor's degree in IT, ITIL certification, and 6-8 years of experience in complex IT Services environments. Join us and contribute to our commitment to excellence in service delivery.