Support Manager II, Service Management Solutions

Grab; Petaling Jaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

Grab is looking for a Support Manager II to lead the L1-L2 support for their IT Service Management platform. In this role, you will oversee platform operations, manage vendor relationships, and ensure quality service delivery while promoting continuous improvement initiatives. This position is crucial for enhancing stakeholder satisfaction through effective service management.

Benefits

Term Life Insurance

Medical Insurance

GrabFlex benefits package

Parental and Birthday leave

Volunteering leave

Grabber Assistance Programme

FlexWork arrangements

Qualifications

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

Responsibilities

• Oversee and improve the ITSM platform operations.
• Lead and manage the L1-L2 support team.
• Manage stakeholder and vendor relationships.

Skills

Stakeholder Management

Vendor Management

Budget Management

Continuous Improvement

Tools

ITSM platforms

FreshService

ServiceNow

Job 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.

Get to know the team

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

• 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.

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.