Manager I, Service Management Solution

{"@context":"https://schema.org","@type":"JobPosting","title":"Manager I, Service Management Solution","description":"\u003Cp\u003E\u003Cstrong\u003EAbout Grab and Our Workplace\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EGrab is Southeast Asia\u0027s leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we\u0027ve 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.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Team\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EAt 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\u0027re passionate about customer-centric innovation on technology at Grab, come join us and help shape the future of technology.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Role\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EReporting to the Senior Manager of Service Management Office, this role is responsible for the function of Business Analysis which includes supporting delivery and day-to-day backlog prioritisation. Working closely with business stakeholders, Tech, QA and support teams, the role ensures solutions are clearly defined, approved and delivered effectively in alignment with business objectives. The role also applies AI tools to enhance workflow efficiency and documentation quality.\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EPartner with business stakeholders to define problems, desired outcomes, and translate needs into clear product requirements and solution scope.\u003C/li\u003E\u003Cli\u003EPrioritise and shape backlog items with Tech and Business teams based on business value, user impact, urgency, feasibility, and cross-system fit.\u003C/li\u003E\u003Cli\u003EDrive delivery and release readiness by ensuring requirements, acceptance criteria, stakeholder sign-off, UAT, validation, and feedback-led improvements are completed before go-live.\u003C/li\u003E\u003Cli\u003EApply vibe coding practices to improve operational efficiency and simplify workflows.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026#xa0;\u003C/p\u003E\u003Cp\u003EThis role is based onsite at Grab\u0027s office in Petaling Jaya, and you will be reporting to the Senior Manager, Service Management Office of Service Management Office.\u003C/p\u003E\u003Cp\u003E\u0026#xa0;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EThe Critical Tasks You Will Perform\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EManage ITSM Platform: Oversee the IT Service Management (ITSM) platform to ensure its effective operation and continuous improvement.\u003C/li\u003E\u003Cli\u003ESupport Team Management: Lead the L1-L2 support team, encouraging a collaborative work environment.\u003C/li\u003E\u003Cli\u003EBusiness Analysis: Translate stakeholder requirements into clear IT specifications and communicate the necessary activities back to the stakeholders.\u003C/li\u003E\u003Cli\u003EStakeholder Management: Acts as the liaison between business and technical teams, to populate the vendor backlog with scoped, high-value user stories.\u003C/li\u003E\u003Cli\u003EVendor Management: Establish and maintain relationships with our ITSM platform vendor and ITSM service vendors; ensure their performance aligns with Grab\u0027s goals.\u003C/li\u003E\u003Cli\u003EBudget \u0026amp; Commercial Management: Oversee budgetary management to improve resource allocation and financial efficiency.\u003C/li\u003E\u003Cli\u003EGovern SIT and UAT: Lead System Integration Testing (SIT) to validate end-to-end data flow and integrity across integrated systems before governing User Acceptance Testing (UAT).\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat Essential Skills You Will Need\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EMinimum 7 years of experience in Service Management Solution or relevant\u003C/li\u003E\u003Cli\u003EGood knowledge of ITSM processes, controls and best practices, with sound experience in business analysis, product delivery and cross-functional execution.\u003C/li\u003E\u003Cli\u003ESound understanding of System Development Life Cycle\u003C/li\u003E\u003Cli\u003EStrong ability to translate business needs into structured, delivery-ready requirements, supported by analytical and problem-solving skills.\u003C/li\u003E\u003Cli\u003EEffective in communicating, working with business stakeholders and technical teams and with experience in agile delivery, sprint planning, testing and UAT.\u003C/li\u003E\u003Cli\u003EDemonstrated experience using AI tools, AI automation, or AI-assisted / vibe coding to improve work.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003ELife at Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe care about your well-being at Grab, here are some of the global benefits we offer:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EWe have your back with \u003Cstrong\u003ETerm Life Insurance \u003C/strong\u003Eand comprehensive \u003Cstrong\u003EMedical Insurance.\u003C/strong\u003E\u003C/li\u003E\u003Cli\u003EWith \u003Cstrong\u003EGrabFlex, \u003C/strong\u003Ecreate a benefits package that suits your needs and aspirations.\u003C/li\u003E\u003Cli\u003ECelebrate moments that matter in life with loved ones through \u003Cstrong\u003EParental\u003C/strong\u003E and \u003Cstrong\u003EBirthday leave\u003C/strong\u003E, and give back to your communities through \u003Cstrong\u003ELove-all-Serve-all (LASA)\u003C/strong\u003E volunteering leave\u003C/li\u003E\u003Cli\u003EWe have a confidential \u003Cstrong\u003EGrabber Assistance Programme\u003C/strong\u003E to guide and uplift you and your loved ones through life\u0027s challenges.\u003C/li\u003E\u003Cli\u003EBalancing personal commitments and life\u0027s demands are made easier with our FlexWork arrangements such as differentiated hours\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat We Stand For At Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe 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.\u003C/p\u003E","identifier":"REF5039E","mainEntityOfPage":"https://www.grab.careers/en/jobs/744000126001634/manager-i-service-management-solution/","url":"https://www.grab.careers/en/jobs/744000126001634/manager-i-service-management-solution/","datePosted":"2026-05-12","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Grab","url":"https://www.grab.com/sg/","logo":"https://www.grab.careers/images/logo.svg"},"industry":"Technology Solutions","jobLocation":{"@type":"Place","name":"Petaling Jaya","address":{"@type":"PostalAddress","name":"Petaling Jaya","addressCountry":"Malaysia","addressLocality":"Petaling Jaya","streetAddress":"First Avenue"}}}