Service Manager

**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 DBS MALAYSIA IS LOOKING FOR SERVICE MANAGER - PROCESS & CSI**
**SENIORITY LEVEL**:Management (MM)
**FUNCTION**: DBS
**LOCATION**:Selangor, Malaysia

**ROLE POSITIONING AND OBJECTIVES**

Drive Process Excellence and Continuous Improvement from a central governance. This comprise of review and analyse operational processes (ITIL v4), identify & implement best practice processes (Lean Six Sigma, Agile), and facilitate process / operational improvements to maximize efficiency in IDT Services.

**What is the direct impact of this role on the team or organization?**
- Establish Continuous Improvement Central Governance with proper framework & toolsets, launch Lean Six Sigma as standard improvement methodology starting with IDT Services.
- Ensure key processes and best practices to ensure fully integrated for operations efficiency across teams. Create and maintain the integrated Operating Map / Ecosystems of Best Practices & Processes, highlighting the process touch points across team to identify process integration opportunities & potential synergies
**Reports to**:Head of EUS and Tech Delivery Transformation**
Reporting Level**:Manages Self & Others
**Geographic Scope**:Regional

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Implement Lean Six Sigma (LSS) as standard methodologies for Continuous Services Improvements (CSI).
- Define a structured CSI approach with methodology & toolsets to be used as a standard practice.
- Establish Central Governance & Management for CSI, embed CSI operations into integrated tools.
- Identify the touch points of standard methodologies (ITIL v4, Agile, DevSecOps etc.) used in BAT, ensure the controls and operations fits into integrated operating model (ecosystems of best practices).
- Define the inter-dependencies of standard methodologies across pillars for end-to-end Service Delivery across teams, identify process integration opportunities & potential synergies.
- Ensure ITIL process is up-to-date, drive key processes alignment with latest ITIL best practices.
- Operate the central governance of Global Change Scheduling forum, facilitate discussion to resolve scheduling conflicts. Integrate Global Change Scheduling with IT Service Management tool.
- Operate the central governance of Problem Management, ensure right methodology is used for root cause analysis.
- Manage TCO (total cost of ownership) of a cost centre as part of financial budgeting & reporting cycle.
**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- Practiced IT Service Management (ITIL v4) including Incident Management, Problem Management and Change Management, with good understanding of Agile principle (DevSecOps, etc.)
- Implemented Continuous Improvement with Lean Six Sigma methodology.
- Degree Educated, with 9-12 years post graduate work experience including the management of complex IT Services environment
- Experience in large global organisation using in-sourced and out-sourced IT services and a good working knowledge in the management of global services and processes
**Education / Qualifications / Certifications Required**
- ITIL v4 experience and certification
- Lean Six Sigma experience or certification
- DevOps / DevSevOps experience and certification (good to have)
**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’s Day Best Practice winner
- Seal Award winner - 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