IT Service Management

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia British American Tobacco Full time
**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

PURPOSE STATEMENT:


This above market role works with end market services personnel within the region to drive standardization, simplification and modernization of IDT services while ensuring continued sustained service operation.


DIMENSIONS:

Strategic Scope:
SLAs achievement & Service improvement and transformation

Reporting Level:
Manage self

Geographic Scope:
Cluster/ end

- market according to time zone

Complexity:
Size/ importance of geography and volume of SLAs

TYPICAL ACCOUNTABILITIES

  • Standardization and sustainability of operations.
  • Act as point of contact for the region for any end market engagement or escalation.
  • Establish and maintain strong working relationships with global & regional counterparts, end market stakeholders, third party suppliers or partners.
  • Establish and maintain a service catalogue of infrastructure services. Maintain and review the region IDT service estate register which may include (but is not limited to) network diagrams, configuration item inventory, technical documentation, service transition artifacts as well as architecture definition documents.
  • Ensures fulfilment of services as per SLA, monitors and capture performance and drive improvement plans via Service Reviews of IDT services consumed in market. Support review of SLA, OLA and/or underpinning contracts to ensure appropriate support is in place to deliver service level target as well as service value.
  • Document IDT Service Management processes, Standard Operating Procedures (SOPs) as well as design meaningful KPIs in alignment with Process Control and Analytics to promote standard practice across the region. Champion and uphold the design to ensure adherence to approved standards and compliance
  • Support end market escalation by driving resolution through direct management (e.g. analysis/troubleshooting to support incident resolution) and engagement of relevant service owner.
  • Recognized as the goto SME for regional services to guide / steer end markets
  • Runs / participates in the Regional CAB for Infrastructure / Apps Changes
  • Ensures compliance of the region by tracking remediation activities
  • Improvement via transformation or simplification
  • Identify simplification or improvement opportunities that can be accelerated for the region
  • Capture any demand signals from end market for new requirements or improvements
  • Support landing of transformation projects/ initiatives to deliver world class user experience
  • Actively participate in the identification of technical solution or proof of concept to support the transformation agenda
  • Keep abreast with the latest technology, trend and developments with the goal of bringing a more secure, efficient, and improved solutions. Constantly seeking after new technology for testing and evaluation, proposing new ideas to BAT

RELATIONSHIP

  • Maintain a relationship with:
  • End market IDT services team
  • Regional and global service team to support a robust service line
  • 3rd party or global vendors supporting the service line

SKILLS, KNOWLEDGE, EXPERIENCE

  • Bachelor's degree in Computer Science, Information Technology, System Administration, Server/ Network Administration or a closely related field
  • 5 years of experience and above in the relevant field of work
  • Practical knowledge of ITILV4, Lean and Agile methodology
  • Any technical certification related to database, network or system administration.
  • Demonstrate working knowledge in the following areas: directory services, virtualization, networking (LAN, WAN), server / network setup and maintenance, security and disaster recovery
  • A good understanding of the organization's business and how IT contributes to it
  • Demonstrated attention to detail, systematic in approach, resourceful with problemsolving aptitude
  • Critical thinking skills for methodical identification and resolution of issues
  • A high degree of selfmotivation, commitment, and integrity
  • Excellent communication skills with ability to explain and simplify complex ideas to users
  • Ability to work under pressure, handle stressful situations in a calm manner
  • Good stakeholder and relationship management skills, demonstrated ability to bring together and work with a team of people with varied backgrounds analysts, technical experts, process owners

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 worldclass capabilities for innovation in 4 strategic locations
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