Support Manager II, Service Management Solutions
Support Manager II, Service Management Solutions
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Salary Not Disclosed
1 Vacancy
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 youre 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 Grabs 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 lifes challenges.
- Balancing personal commitments and lifes 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
