Manager II, Service Management Solution

{"@context":"https://schema.org","@type":"JobPosting","title":"Manager II, 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 leads platform enhancements and operational management across Grab\u0027s service management solutions ecosystem. The role combines stakeholder management, service platform support and technical delivery across service management platforms.\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EManage developers and technical platform SMEs to deliver platform enhancements, track timelines and progress, and ensure stable day-to-day platform operations.\u003C/li\u003E\u003Cli\u003EPartner with stakeholders to align enhancement scope, manage expectations, validate delivery priorities and provide timely follow-up on progress, issues, and outcomes.\u003C/li\u003E\u003Cli\u003EDrive platform improvements and technical debt reduction across service management platforms, system integrations, automation and internal tools.\u003C/li\u003E\u003Cli\u003EEnsure solutions, integrations, and AI-enabled capabilities are secure, scalable, and operationally supportable.\u003C/li\u003E\u003Cli\u003ESupport platform governance, compliance, and audit activities, including SOX-related controls, evidence gathering, and follow-up.\u003C/li\u003E\u003C/ul\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\u003Cp\u003EStrategic Architecture \u0026amp; Enhancement Leadership\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EArchitect and manage the full lifecycle of multi-platform enhancements (Freshservice, APIs, AWS, Salesforce).\u003C/li\u003E\u003Cli\u003EProvide expert technical and process advisory for platform and complex service design decisions.\u003C/li\u003E\u003Cli\u003EEvaluate new service models, automation, and platform requests, driving the strategic vision.\u003C/li\u003E\u003Cli\u003EOwn and prioritize the enhancement backlog based on operational impact, scalability, and business value.\u003C/li\u003E\u003Cli\u003ETranslate confirmed business needs into detailed, architecturally sound functional and non-functional requirements.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EStakeholder Engagement \u0026amp; Technical Authority\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EServe as the Technical Authority, strictly vetting business requests against architectural standards, and approving or rejecting scope.\u003C/li\u003E\u003Cli\u003EPartner with business units to expertly guide non-technical stakeholders on ITSM needs, solution options, and platform constraints.\u003C/li\u003E\u003Cli\u003EPresent architectural findings, proposed solutions, and strategic roadmaps to leadership and cross-functional teams.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EComplex Triaging, Governance \u0026amp; System Resilience\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EAssess, triage, and resolve complex requests involving advanced workflows, and intricate cross-team dependencies.\u003C/li\u003E\u003Cli\u003ECoordinate critical incident response and resolution for platform issues directly affecting the end-user or agent experience.\u003C/li\u003E\u003Cli\u003EPrepare and approve all validated enhancement work for the technical development team, ensuring necessary artifacts and architectural guidelines are complete before development begins.\u003C/li\u003E\u003Cli\u003EEnsure that comprehensive system and architectural documentation is promptly maintained and updated.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EAdministrative management\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EVendor Management: Manage relationships with ITSM platform and service vendors, ensuring performance meets Grab\u0027s objectives.\u003C/li\u003E\u003Cli\u003EBudget \u0026amp; Commercial Management: Plan and manage the budget for optimized resource allocation and financial efficiency. Negotiate vendor contracts.\u003C/li\u003E\u003Cli\u003EProvide technical guidance and support for service management tool customization and configuration\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 10 years of experience with a Service Management, Technical Architecture, or related leadership role.\u003C/li\u003E\u003Cli\u003EProven experience in platform engineering, solution architecture, enterprise application engineering, or technical leadership.\u003C/li\u003E\u003Cli\u003ERequires a strong background in API architecture, MCP server management and integration engineering, specifically focused on delivering secure service-to-service connectivity and cross-platform solutions within service management environments.\u003C/li\u003E\u003Cli\u003EExperience using AI-assisted development (agentic engineering) for in-house applications, automation or workflow platforms.\u003C/li\u003E\u003Cli\u003EExperience supporting or overseeing BAU operations for enterprise platforms.\u003C/li\u003E\u003Cli\u003EStrong grasp of software engineering fundamentals: system design, testing, release management, observability, operational support, and documentation.\u003C/li\u003E\u003Cli\u003EStrong stakeholder management and communication skills, with the ability to align priorities, manage expectations, and drive timely follow-up on delivery progress, issues, and outcomes.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EReally nice to have skills\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EExperience with MCP servers, agentic tooling, or similar enterprise integration frameworks.\u003C/li\u003E\u003Cli\u003EExperience with Freshservice, AWS, or equivalent enterprise platforms.\u003C/li\u003E\u003Cli\u003EFamiliarity with enterprise ITSM practices and platform governance.\u003C/li\u003E\u003Cli\u003EExperience leading vendors or cross-functional platform initiatives.\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":"REF5037R","mainEntityOfPage":"https://www.grab.careers/en/jobs/744000126000369/manager-ii-service-management-solution/","url":"https://www.grab.careers/en/jobs/744000126000369/manager-ii-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"}}}