Deskripsi Pekerjaan
Join our dynamic team as a Manager II, Service Management Solution and drive transformative changes in Grab's service ecosystem. Reporting directly to the Senior Manager of Service Management Office, you'll spearhead strategic platform enhancements and operational excellence across our diverse service portfolio. This pivotal role requires a visionary leader who can optimize service delivery models, implement cutting-edge technologies, and ensure seamless operational management to enhance user experiences.
You'll collaborate with cross-functional teams to identify improvement opportunities, implement best-in-class service management frameworks, and lead continuous innovation initiatives. Your expertise will directly impact millions of users and drivers by ensuring platform reliability, scalability, and performance excellence. If you're passionate about leveraging technology to solve complex operational challenges and thrive in a fast-paced environment, this is your opportunity to shape the future of service delivery.
Tanggung Jawab
- Lead strategic platform enhancements and operational management across Grab's service ecosystem
- Drive continuous improvement in service delivery models and operational workflows
- Collaborate with engineering, product, and operations teams to optimize service performance
- Implement and maintain IT service management frameworks (ITIL/COBIT)
- Monitor service level agreements (SLAs) and key performance indicators (KPIs)
- Analyze service metrics to identify bottlenecks and implement corrective actions
- Mentor and develop team members to foster a culture of operational excellence
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 5-7 years in service management or IT operations leadership
- Proven experience with IT service management frameworks (ITIL/COBIT)
- Strong analytical and problem-solving abilities with data-driven approach
- Experience leading cross-functional teams in tech environments
- Excellent communication and stakeholder management skills
- Knowledge of cloud platforms and service integration technologies