Senior Manager, Service Management Office

Company Description

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.

Job Description

Get to know the team:

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

This role will be base in Malaysia and onsite.

Get To Know The Role

Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab's internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation and testing. The candidate we are looking for is someone with a strong background in service management best practices with a strong product mindset and stakeholder management skills.

The Critical Tasks You Will Perform

• Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
• Lead a team of service management practitioners in defining, implementing, and managing service management processes
• Lead post mortem of high impact incidents and work with service/business owners to formulate action plan
• Be the advocate for good service management practice and improve process awareness and adherence
• Work closely with leadership teams, technical teams, operations teams and project teams to align best practices
• Accountable for service metrics reporting and continuous service improvement on service quality and efficiency
  
  

Qualifications

What Skills You Will Need

• At least15 years experience in IT service management domain and/or management of ITSM platforms (e.g. FreshService, ServiceNow) in a multinational environments
• Experienced in implementing and improving service management practices that have real, positive impact on improving IT services
• Good hands-on knowledge of managing service management platforms
• Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
• Strong senior stakeholder management skills
• Experience in vendor management, commercial negotiations, procurement, and budget management
  
  

The Nice-to-Haves

• At least 2 years of experience in business process automation
• COBIT 5 Foundation certified
• ITIL Expert (v3) / Managing Professional (v4) certified
• IT service desk experience
  
  

Additional Information

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.