Support Manager II, Service Management Solutions

Rocket Lab; Petaling Jaya; On-site; MYR 70,000 - 120,000; Full time

Job summary

A leading technology solutions company is seeking a Support Manager II for their ITSM platform in Petaling Jaya. This role involves managing the platform, leading support teams, and collaborating with vendors and stakeholders to enhance service delivery. The ideal candidate will have extensive experience in IT Service Management and a strong leadership background.

Benefits

Term Life Insurance

Comprehensive Medical Insurance

Flexible work arrangements

Parental leave

Birthday leave

Volunteering leave

Qualifications

• At least 10 years of experience in IT Service Management.
• Proven managing ITSM platforms.
• Leading L1-L2 support teams.

Responsibilities

• Oversee ITSM platform operations and improvements.
• Lead and manage L1-L2 support team.
• Collaborate with stakeholders for IT service alignment.

Skills

Stakeholder Management

Vendor Management

Team Leadership

Continuous Improvement

Tools

FreshService

ServiceNow

Job description

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.

Get to know the role:

As part of our Grabber Technology Solutions team, the Support Manager II of Service Management Solutions will play a crucial role in providing L1-L2 support for our IT Service Management (ITSM) platform (FreshService). The role requires strong stakeholder management skills with technology & non-technology users, application support best practices and strong knowledge of ITSM platforms.

This role is based onsite at Grab's office in Petaling Jaya, and you will be reporting to the Senior Manager of Service Management Office.

Job Responsibilities:

• 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 L1-L2 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.
• Vendor Management: Establish and maintain strong relationships with our ITSM platform vendor and ITSM service vendors; ensuring their performance aligns with our business objectives.
• Budget & Commercial Management: Oversee budgetary planning and management to optimize resource allocation and financial efficiency. Negotiate contractual terms with vendors

Qualifications

• At least 10 years of experience.
• Proven experience in IT Service Management and managing ITSM platforms (e.g. FreshService, ServiceNow, etc.).
• Strong experience leading internal or external L1-L2 teams supporting ITSM platforms.
• Excellent vendor and stakeholder management skills
• Experience in budget management.
• Experience in driving continuous improvement initiatives.

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 enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.