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Grab
Manager II, IT Service Improvement
Join Grab as a Manager II, IT Service Improvement in Petaling Jaya. Leverage ITIL and ServiceNow skills to enhance IT services. Benefits include medical insurance and flexible work.
Direct Hire
Senior
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Knowledge Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
July 3, 2025
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.
Requirements
- 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.)
Benefits
- Term Life Insurance
- comprehensive Medical Insurance
- GrabFlex benefits package
- Parental and Birthday leave
- Love-all-Serve-all (LASA) volunteering leave
- confidential Grabber Assistance Programme
- FlexWork arrangements such as differentiated hours
Requirements Summary
At least 8 years of experience, strong understanding of ITIL framework, experience developing actionable ITSM dashboards, experience in data analysis, and proven experience in ITSM
