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BT to open global shared service centre in Malaysia

AvantiKumar | Nov. 30, 2012
British Telecom's decision to establish a global facility in Bangsar South in early 2013 is an endorsement of Malaysia as a major SSO hub, said MDeC.

Datuk Badlisham Ghazali, CEO of MDeC with Clive Sulley, CIO of BT modified

Photo - (from left) Datuk Badlisham Ghazali, CEO of MDeC; with Clive Selly, CIO of BT.


Government ICT agency Multimedia Development Corporation (MDeC) and telco British Telecommunications (BT) have announced that a global shared service centre will be ready in early 2013.

Speaking on 28 November 2012, MDeC chief executive officer Datuk Badlisham Ghazali said the move to base the Global Development Centre (GDC) in Bangsar South by BT underlines the position of MSC (Multimedia Supercorridor) Malaysia as a top investment location for Shared Services and Outsourcing (SSO).

The GDC is part of BT's recently announced investment and diversification plan into the Asia Pacific region and the company will be in-sourcing key projects to staff in Malaysia in the new global shared service facility, which will consist of two centres, each providing services to meet BT's business needs globally, said BT Group's chief information officer, Clive Selley.

"The first is the Global Development Centre (GDC), which will provide services in information and communication innovation and development joining the network of eight other GDCs around the world in providing IT solutions (including development, upgrades, migration, architecting, etc.)," Selley said. "The second is the Contract Delivery Shared Service Centre (CDSS) which will be part of a global network providing commercial, contract management and project management business knowledge as well as process outsource activities in support of BT's managed network IT services contracts with BT's largest multinational customers."

"BT's expansion in MSC Malaysia is an exciting opportunity to create geographical diversity in our technology business and to collaborate with Malaysian universities to develop the key skills and expertise required to enable BT to deliver for its customers around the world," he said. "This is important to us as we chose MSC Malaysia because of its globally competitive and multilingual workforce in addition to a world-class business environment and technology infrastructure."

 Cutting edge technology and methodologies

MDeC's Badlisham said the new BT initiative would create a significant number of high income, high value jobs in Malaysia, and BT will also ensure the new teams in Malaysia will be exposed to cutting edge technology and methodologies.

"BT is an innovative leader in the telecommunications industry and we are excited to welcome their expansion in MSC Malaysia to create more employment opportunities locally," said Badlisham. "We believe their decision to put up a new shared service facility here is a strong endorsement of MSC Malaysia's draw as a vibrant global hub for the high-technology industry, reaffirming our diverse talent pool, highly developed business ecosystem as well as support from the government."

"In line with the goals of Digital Malaysia, investments such as this will be instrumental in accelerating the development of our nation's digital economy, as well as providing the rakyat [the people] with the knowledge and expertise that will spur us towards our goal of becoming a developed economy by 2020," he said.

The SSO industry has been an important part of Malaysia's ICT-led transformation into a high-income, knowledge-based economy. At present, there are over 233 MSC Malaysia Status SSO companies made up of major local players and multinationals who have set up operations in Malaysia, supporting various local and international services including Information Technology Outsourcing (ITO), Knowledge Process Offshoring (KPO) and Business Process Outsourcing (BPO).

In 2004, BT invested in the establishment of a research and development (R&D) facility that has contributed to the creation of Malaysian intellectual property (IP), as well as the training of knowledge workers on cutting-edge technology and innovation processes. The R&D centre has also provided local businesses access to a number of its patents and intellectual property for exploitation and commercialisation in Malaysia.


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