Manager II, Service Management Solution position at Grab.| Malaysia

_{2026-05-12T06:28:46.966Z} bot

Grab Manager II, Service Management Solution

Experience: General

Pattern: Full-time

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First Avenue, ..........Malaysia

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Job DescriptionGet to Know the TeamAt 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 on technology at Grab, come join us and help shape the future of technology.Get to Know the RoleReporting to the Senior Manager of Service Management Office, this role leads platform enhancements and operational management across Grab's service management solutions ecosystem. The role combines stakeholder management, service platform support and technical delivery across service management platforms.Manage developers and technical platform SMEs to deliver platform enhancements, track timelines and progress, and ensure stable day-to-day platform operations.Partner with stakeholders to align enhancement scope, manage expectations, validate delivery priorities and provide timely follow-up on progress, issues, and outcomes.Drive platform improvements and technical debt reduction across service management platforms, system integrations, automation and internal tools.Ensure solutions, integrations, and AI-enabled capabilities are secure, scalable, and operationally supportable.Support platform governance, compliance, and audit activities, including SOX-related controls, evidence gathering, and follow-up.This role is based onsite at Grab's office in Petaling Jaya, and you will be reporting to the Senior Manager, Service Management Office of Service Management Office. The Critical Tasks You Will PerformStrategic Architecture & Enhancement LeadershipArchitect and manage the full lifecycle of multi-platform enhancements (Freshservice, APIs, AWS, Salesforce).Provide expert technical and process advisory for platform and complex service design decisions.Evaluate new service models, automation, and platform requests, driving the strategic vision.Own and prioritize the enhancement backlog based on operational impact, scalability, and business value.Translate confirmed business needs into detailed, architecturally sound functional and non-functional requirements.Stakeholder Engagement & Technical AuthorityServe as the Technical Authority, strictly vetting business requests against architectural standards, and approving or rejecting scope.Partner with business units to expertly guide non-technical stakeholders on ITSM needs, solution options, and platform constraints.Present architectural findings, proposed solutions, and strategic roadmaps to leadership and cross-functional teams.Complex Triaging, Governance & System ResilienceAssess, triage, and resolve complex requests involving advanced workflows, and intricate cross-team dependencies.Coordinate critical incident response and resolution for platform issues directly affecting the end-user or agent experience.Prepare and approve all validated enhancement work for the technical development team, ensuring necessary artifacts and architectural guidelines are complete before development begins.Ensure that comprehensive system and architectural documentation is promptly maintained and updated.Administrative managementVendor Management: Manage relationships with ITSM platform and service vendors, ensuring performance meets Grab's objectives.Budget & Commercial Management: Plan and manage the budget for optimized resource allocation and financial efficiency. Negotiate vendor contracts.Provide technical guidance and support for service management tool customization and configuration

Manager II, Service Management Solution job opportunity at Grab.

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