Manager II, Service Management Delivery

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

Grabber Technology Solutions (GTS) aims to be a technology leader that provides predictive and seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserve Grabbers with positive, personalised IT experiences. We are looking for individuals with similar customer-centric and innovative values to join our growing team.

Get to Know the Role

Reporting to the Senior Manager, Service Management Office, you oversee the IT Service Management (ITSM) platform to ensure its effective operation and continuous improvement.

The Critical Tasks You Will Perform

• Manage ITSM Platform: Oversee the IT Service Management (ITSM) platform to ensure its effective operation and continuous improvement.
• Support Team Management: Lead and manage the support team, fostering a collaborative and high-performance work environment.
• Stakeholder Management: Collaborate with stakeholders to understand their needs and ensure alignment with IT service strategies.
• Incident and Problem Management: Own and manage the Incident and Problem Management processes to help GTS teams minimize service disruptions and enhance service quality.
• IT Service Continuous Improvement: Drive continuous improvement initiatives within GTS services to enhance performance, efficiency, and business satisfaction.
• Vendor Management: Establish and maintain strong relationships with vendors, ensuring their performance aligns with our business objectives.
• Budget Management: Oversee budgetary planning and management to optimize resource allocation and financial efficiency.
• Vendor Effectiveness Controls: Implement and manage controls to assess and improve vendor effectiveness.

Minimum Requirements

• At least 5 years of experience in IT Service Management and ITSM platforms (e.g. FreshService, ServiceNow, etc.) and budget management.
• At least 3 years of experience in leading a team.
• Strong understanding of ITIL framework.
• Excellent vendor and stakeholder management skills.
• Experience in driving continuous improvement initiatives.
• Experience in problem-solving methodologies (e.g. Agile, Kaizen, etc.).
• Knowledge in Six Sigma or Lean Sigma.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave.
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.