Expression of Interest : Service Manager

Overview

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow by Building a Smokeless World. Tomorrow can’t wait, let’s shape it together!

BAT’s Digital Business Solution has an exciting opportunity for a Service Manager in Subang Jaya, Malaysia.

The Service Manager plays a key role in supporting the BAU service support and performance of IT services across a range of enterprise applications (including Direct-to-Consumer (D2C), Business-to-Business (B2B), Operations, and Corporate), infrastructure platforms, and site-level cyber security and IT operations. This role is responsible for understanding stakeholder needs, translating them into clear and actionable service tasks, and coordinating day-to-day IT service activities. The ideal candidate brings strong organizational skills, the ability to prioritize effectively, and a mentality focused on service quality, compliance, supplier performance, and continuous improvement. The role also contributes to monitoring vendor performance, participating in service reviews, and ensuring that solutions deployed into production meet the initial requirements. The IT Services Manager collaborates closely with global service lines, local support teams, and business collaborators to ensure seamless delivery of IT services.

What you will be accountable for

Service Coordination & Stakeholder Engagement

• Engage proactively with business partners to understand their service needs, translate them into actionable tasks, and coordinate resolution across IT teams.
• Prioritize incidents, requests, and enhancements based on impact and urgency, ensuring they are addressed within defined SLAs.
• Provide timely and structured updates on issue status, progress, and resolution plans.
• Participate in requirements gathering and readiness assessments for new digital solutions or enhancements.

Operational Oversight & Service Performance

Supplier & Vendor Coordination

Site IT & End-User Support Collaboration

Governance, Compliance & Cybersecurity

Data & Service Insights

Essential Experience, Skills and Knowledge

What we offer you

What we offer includes a market leading annual performance bonus (subject to eligibility) and a range of country-dependent benefits such as diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives. You will have access to online learning platforms and personalized growth programs to nurture your leadership skills. We prioritise continuous improvement within a transformative environment, preparing for ongoing changes.

Why join BAT?

We’re named as a Global Top Employer by the Top Employers Institute, certified in offering excellent employee conditions. Collaboration, inclusion and partnership underpin everything we do here at BAT. We support professionals restarting their careers through The Global Returners program. Learn more about our culture and employee experience here. If you require any reasonable adjustments or accommodations during the recruitment process, please notify us. We are committed to making appropriate arrangements for you to demonstrate your full potential.

#J-18808-Ljbffr