Global Service Desk & Incident Leader (ITIL)

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

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.