Lead IT Service Improvement Specialist

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 Manager II of IT Service Improvement will play a crucial role to ensure continual improvements of our IT services across Grab. This role requires a strong understanding of IT Service Management (ITSM) best practices, excellent analytical skills, and the ability to collaborate effectively with various IT and other service delivery teams.

This role is based onsite at Grab's office in Kuala Lumpur, and you will be reporting to the Senior Manager of Service Management Office.

Job Responsibilities:

• Process Ownership: Own and drive the effectiveness of GTS’ Service Request Management, Incident Management, and Problem Management processes. This includes ensuring adherence to processes, identifying areas for optimization, and implementing improvements.
• Data Analysis and Reporting: Develop and maintain service management KPIs and reports to monitor the performance of our IT services. Analyze data to identify trends, root causes of issues, and opportunities for service improvement.
• IT Service Continuous Improvement: Drive continuous improvement initiatives within GTS services to enhance performance, quality, and business satisfaction while minimizing service disruptions.
• Service Catalog Management: Manage and maintain the IT service catalog, ensuring it is accurate, up-to-date, and effectively communicates the services offered by GTS.
• Knowledge Base Governance: Govern the knowledge base, ensuring its quality, relevance, and accessibility to the GTS team and our users.
• ITSM Platform Business Analysis: Act as the business analyst for incoming enhancements and changes to our ITSM platform (Freshservice), gathering requirements, documenting them, and working with technical teams for implementation.

At least 8 years of experience 

• Strong understanding of ITIL framework; particularly in Knowledge Management, Service Request Management, Incident Management and Problem Management.
• Experience developing actionable ITSM dashboards using PowerBI or other tools 
• Experience in data analysis to identify and drive service improvement initiatives end-to-end
• Proven experience in ITSM and managing ITSM platforms (e.g. FreshService, ServiceNow, etc.).
• Experience in problem solving methodologies (e.g. Agile, Kaizen, etc.).

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.