IDT Service Management Manager

Why BAT Japan — and what you get You'll own a full market's services rather than a slice of a global tower, which means the decisions are yours and the consequences are visible. You get an annual performance bonus (subject to eligibility); health cover, transport support and a flexible holiday plan; and English and Japanese language training. Development runs on a defined career framework with published capabilities per role and grade, plus online learning and structured leadership programmes.

Tokyo, Japan · Full-time · Manager

Own the technology services a whole market runs on — and simplify them while they're running.

BAT is a global multi-category consumer goods business. Our purpose is to create A Better Tomorrow™, with a vision to build a smokeless world — as at 31 December 2025, 34.1m consumers used our Smokeless Products, generating 18.2% of Group revenue. A change that size puts real pressure on the technology underneath it. This role is about keeping that technology dependable while actively making it simpler.

The role You're the service line manager for our sites and local applications in Japan, and the main point of contact for local vendors. Two jobs run in parallel: keeping services stable, secure and meeting their agreed service levels; and leading the simplification and modernisation work that reduces how much there is to keep running. You'll also be the escalation point when something breaks and senior people want an answer.

What you'll own

• Service performance against agreed service levels — monitoring it, reviewing it, and improving it rather than reporting on it

• Lifecycle plans, optimisation roadmaps and risk analysis for the technology assets in your scope

• The service catalogue and its documentation — architecture, network and server diagrams, inventories and service instructions, kept genuinely current

• Vendor and supplier contracts: reviewing whether they actually support the service levels we've promised the business

• Escalations end to end — coordinating the right people and driving to resolution, not to a status update

• Security and compliance across your services, and readiness to execute continuity plans if you need to

• Simplification and transformation initiatives, including the transition into steady-state operation that most projects handle badly

• Cost efficiency — finding it, arguing for it, and moving towards a model where the business pays for what it uses

What you'll bring

• A genuine understanding of the business you support and how technology contributes to it — this role fails if it's run as pure IT

• Methodical problem-solving and the composure to stay calm when a service is down and the room isn't

• The ability to explain something technical to someone who isn't, without condescension

• Comfort operating autonomously where the answer isn't defined yet

• Useful, not essential: team leadership experience; hands-on work with automation, APIs, connected devices or large-scale data

Qualifications

• A degree in computer science, information technology, systems or network administration, or a closely related field

• 5+ years in a multinational organisation, with working knowledge of ITIL v4, Lean, Agile and secure development practices

We're a Global Top Employer for the ninth consecutive year, certified across five regions and a record 44 countries. Whoever you are and wherever you're from, you can belong here — our teams span many nationalities, ages, genders and professional backgrounds, supported by networks including Women in Leadership and B-United, our LGBTQ+ and allies network. Through our Global Returners programme we also support people restarting their careers after time away from the workforce. If you need any adjustments to perform at your best during the recruitment process, tell us and we'll arrange them.