Expression of Interest : Global Service Desk and Incident Manager

Overview

Expression of Interest : Global Service Desk and Incident Manager – BAT Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. British American Tobacco has an exciting opportunity for a Global Service Desk and Incident Manager in Sunway Geo, Sunway City. This role is accountable to run service operations through a follow-the-sun model for End User Services (EUS) and Global Service Desk (GSD) operations, 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. Responsibilities

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 Management of multiple service lines including Global Service Desk, Windows Virtual Desktop (VDI), and Global Print Management services. Work closely with global service lines and regional Service Line Managers on operational issues & escalations. Ensure alignment and a well-rounded view of service delivery to avoid a silo mentality. Responsible for Incident Management Process. Ensure alignment to global, standardized IT Service Management processes (Incident, Problem, Request, Supplier, Service Transition, Configuration & Asset, Knowledge Management, etc.). Evaluate business risks and issues related to operational incidents and implement appropriate risk management actions. Drive and track operational plans, SLAs and monitor implementation to ensure targets are met. Qualifications & Experience

Degree or equivalent in IT with 6-8 years post-graduate experience including management of complex IT Services environments. Experience in large global organizations with in-sourced and outsourced IT services; knowledge of managing global applications services. Broad knowledge of IT Service Management (ITIL) including Incident, Problem, and Request Fulfilment. Proven IT operations, service desk, supplier management and service line management experience. Ability to work independently and drive outcomes through suppliers to meet SLAs. Experience in ticket reporting and using data to generate operational insights to drive efficiency and value. Experience in a global IT environment supporting multiple countries and vendors. Experience with ServiceNow Enterprise management solution. What We Offer

Market-leading annual performance bonus (subject to eligibility). Benefits vary by country, including health plans, work-life balance initiatives, transportation support, and flexible holiday plans. Opportunities for career progression and development; access to online learning platforms and leadership growth programs. A culture focused on continuous improvement and organizational transformation. Why Join BAT?

BAT is recognized as a Global Top Employer by the Top Employers Institute for excellent employee conditions. We value collaboration, inclusion and partnership, and we support talent from all backgrounds. We also support professionals returning to work through The Global Returners program. If you require reasonable adjustments during recruitment, notify us so we can accommodate you. Additional Details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Other Industries : Manufacturing and Tobacco Manufacturing

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