67 IT Service Management jobs in Malaysia

• Oversee daily operations of the Service Delivery Center to ensure efficient service delivery.
• Manage customer queries and complaints, ensuring timely and effective resolution.
• Collaborate with internal teams to optimize service processes and workflows.
• Monitor performance metrics to identify areas for improvement and implement solutions.
• Develop and maintain strong relationships with key stakeholders and clients.
• Support the implementation of new tools and technologies to enhance service delivery.
• Ensure compliance with company policies and industry regulations.
• Provide regular reports on service performance and customer satisfaction.

A successful Service Management Coordinator (Japanese Speaker) should have:

• Candidates with 2-3 years of service coordination experience, preferably in an IT services environment, or other relevant coordination roles, are preferred.
• Proficiency in Japanese (N1-N2) and English (speak, read and write); Mandarin will be an added advantage.
• Proficiency in managing service delivery processes and resolving customer issues.
• Knowledge of performance metrics and reporting tools.
• Ability to work collaboratively with internal teams and external stakeholders.
• Excellent problem-solving and organizational skills.
• Familiarity with industry regulations and best practices.

• Hybrid working arrangement
• Opportunities for growth and professional development.
• Supportive and collaborative company culture.
• Exposure to cutting-edge tools and technologies in the Technology & Telecoms industry.

If you are passionate about customer service and looking for a challenging yet rewarding role in Malaysia, we encourage you to apply!

AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

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Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the role

The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident and Problem processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to, the following:

• Incident & Problem Management:
• Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
• Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
• Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders
• Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required.
• Establish and maintain incident response procedures, including escalation paths and communication channels.
• Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
• Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions.
• Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence.
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
• Develop and maintain a known error database to facilitate faster resolution of future incidents.
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.
• Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
• Mentor and guide team members to enhance skills and capabilities.
• Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
• Provide training and education to all relevant team members particularly on Incident and Problem Management processes.
• Process Improvement:
• Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
• Implement and/or leverage tools and technologies to automate and streamline service management activities.
• Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement

Experience:

• 8+ years relevant experience in managing large enterprise technology Incident and Problem Management.
• Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
• Sound understanding of IT operating model design and best practices.
• Certification, ITIL, COBIT, Sigma and Prince or other.
• Ability to demonstrate independent leadership, judgment, and decision making.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

Willing to work on 24/7 shift, weekly rotational and standby on weekend.

• 7am to 4pm (weekdays)
• 3pm to 12 am (weekdays)
• 10pm to 7am (weekdays)

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting, Financial Services, and Insurance

Referrals increase your chances of interviewing at AIA Digital+ by 2x

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

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Head of Service Management - GTO page is loadedHead of Service Management - GTO Apply locations PSA | Kuala Lumpur - Menara Prudential @ TRX 15F time type Full time posted on Posted Yesterday job requisition id 25070278

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.

Role and Responsibilities •

Strategy and Planning: • Develop and execute the IT service management strategy aligned with organizational goals. •

Lead the design and implementation of IT service management frameworks, methodologies, and processes. •

Ensure IT service management policies and procedures are well-documented and communicated. •

Service Delivery: o Oversee the delivery of IT services to ensure they meet or exceed service level agreements (SLAs). o Work closely with other IT leaders to ensure seamless service delivery and integration. o Manage the service desk and support functions, ensuring timely resolution of incidents and service requests. • Continuous Improvement: o Implement and manage continuous improvement processes to enhance service quality and efficiency. o Conduct regular reviews of IT service performance and identify areas for improvement. o Foster a culture of continuous improvement within the IT service management team. • Stakeholder Management: o Build and maintain strong relationships with key stakeholders, including business leaders and external partners. o Communicate IT service performance and improvement initiatives to stakeholders effectively. o Ensure customer satisfaction through regular engagement and feedback mechanisms. • Team Leadership: o Lead, mentor, and develop the IT service management team. o Ensure the team is equipped with the necessary skills and knowledge to perform their roles effectively. o Foster a collaborative and high-performance team culture

Qualifications • Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred. • Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role. • Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 2000. • Strong understanding of IT infrastructure, applications, and service delivery processes. • Excellent leadership, communication, and stakeholder management skills. • Ability to drive continuous improvement initiatives and manage change effectively. Key Competency • Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives. • Leadership: Strong leadership skills with the ability to inspire and motivate teams. • Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions. • Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization. • Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business. • Adaptability: Ability to manage multiple priorities and adapt to changing business needs.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

We are Prudential. For Every Life, For Every Future.

Join to apply for the Head of Service Management - GTO role at Prudential Services Asia

Join to apply for the Head of Service Management - GTO role at Prudential Services Asia

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Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.

Role and Responsibilities

Strategy and Planning:

• Develop and execute the IT service management strategy aligned with organizational goals.

• Continuous Improvement: o Implement and manage continuous improvement processes to enhance service quality and efficiency. o Conduct regular reviews of IT service performance and identify areas for improvement. o Foster a culture of continuous improvement within the IT service management team.
• Stakeholder Management: o Build and maintain strong relationships with key stakeholders, including business leaders and external partners. o Communicate IT service performance and improvement initiatives to stakeholders effectively. o Ensure customer satisfaction through regular engagement and feedback mechanisms.
• Team Leadership: o Lead, mentor, and develop the IT service management team. o Ensure the team is equipped with the necessary skills and knowledge to perform their roles effectively. o Foster a collaborative and high-performance team culture
  
  
  

• Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred.
• Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role.
• Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 2000.
• Strong understanding of IT infrastructure, applications, and service delivery processes.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive continuous improvement initiatives and manage change effectively. Key Competency
• Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives.
• Leadership: Strong leadership skills with the ability to inspire and motivate teams.
• Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions.
• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization.
• Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business.
• Adaptability: Ability to manage multiple priorities and adapt to changing business needs.
  
  
  

• Seniority level Executive

• Employment type Full-time

• Job function Management and Manufacturing

Referrals increase your chances of interviewing at Prudential Services Asia by 2x

Kota Damansara, Selangor, Malaysia 5 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Bukit Persekutuan, Federal Territory of Kuala Lumpur, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 year ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 year ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

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Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.

Job Description

The Service Management and Transformation Leader will drive the evolution of the Global Business Services (GBS) operating model by leading strategic initiatives across service management, process transformation, and organizational change. This role is pivotal in delivering end-to-end process standardization, fostering effective business partnerships, managing migrations, and ensuring knowledge continuity and change readiness across the enterprise.

In this role you will be responsible for:

1/ Service Management & Operational Excellence

• Design and implement a global service management framework aligned with GBS strategy and customer expectations.
• Oversee service performance metrics (KPIs, SLAs, NPS)
• Champion the adoption of digital tools (e.g., ServiceNow, Cervelo) to enhance service visibility, and self-service capabilities

2. End-to-End Process Standardization

• Lead the harmonization of core and enabling processes across finance, procurement, HR, and commercial service lines.
• Collaborate with global process owners and regional leads to embed standardization, simplification, and automation
• Design and oversee the governance to allow deployment of standards and management of exceptions

3. Business Partnering & Stakeholder Engagement

• Establish and maintain strong relationships with business units, acting as a trusted advisor and transformation enabler.
• Co-develop joint business plans and service performance reviews with key stakeholders
• Manage measurement of SBS NPS score / SBS satisfaction survey

4. Migrations Portfolio Management

• Own the global migrations roadmap, ensuring seamless transitions of services into GBS centers.
• Coordinate with transition leaders and regional teams to manage timelines, risks, and resource planning

5. Knowledge Management & Business Continuity

• Develop and maintain a robust knowledge management framework to support service resilience and scalability.
• Ensure 100% of critical business activities are tested and ready for continuity across centers

6. Communication & Change Management

• Lead change management initiatives to support transformation programs, including stakeholder communications, training, and adoption strategies.
• Promote a culture of transparency, engagement, and continuous learning

Experience

• 10+ years of experience in shared services, GBS, or transformation leadership roles.
• Proven track record in service management, process transformation, and global migrations.
• Strong understanding of digital enablers (e.g., automation, AI, service management platforms).
• Experience working in a matrixed, multicultural environment.
• Excellent communication, stakeholder management, and leadership skills.

Success Metrics:

• % of standardized processes across service lines
• Customer satisfaction (NPS) and service delivery KPIs
• Migration success rate and timeline adherence
• Business continuity readiness
• Change adoption and employee engagement scores

Languages:

Additional Information

Additional Information for the job

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.

LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertisewith outstanding career development opportunities in one of the largest and most solid private companies in the world.

We offer

• A workplace culture that embraces diversity and inclusivity
• Opportunities for Professional Growth and Development
• Employee Recognition Program
• Employee Wellness Programs - Confidential access to certified counselors for employee and eligible family members, along with monthly wellness awareness sessions.
• Certified Great Place to Work

Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.

Job Description

The Service Management and Transformation Leader will drive the evolution of the Global Business Services (GBS) operating model by leading strategic initiatives across service management, process transformation, and organizational change. This role is pivotal in delivering end-to-end process standardization, fostering effective business partnerships, managing migrations, and ensuring knowledge continuity and change readiness across the enterprise.

In this role you will be responsible for:

1/ Service Management & Operational Excellence

• Design and implement a global service management framework aligned with GBS strategy and customer expectations.
• Oversee service performance metrics (KPIs, SLAs, NPS)
• Champion the adoption of digital tools (e.g., ServiceNow, Cervelo) to enhance service visibility, and self-service capabilities

2. End-to-End Process Standardization

• Lead the harmonization of core and enabling processes across finance, procurement, HR, and commercial service lines.
• Collaborate with global process owners and regional leads to embed standardization, simplification, and automation
• Design and oversee the governance to allow deployment of standards and management of exceptions

3. Business Partnering & Stakeholder Engagement

• Establish and maintain strong relationships with business units, acting as a trusted advisor and transformation enabler.
• Co-develop joint business plans and service performance reviews with key stakeholders
• Manage measurement of SBS NPS score / SBS satisfaction survey

4. Migrations Portfolio Management

• Own the global migrations roadmap, ensuring seamless transitions of services into GBS centers.
• Coordinate with transition leaders and regional teams to manage timelines, risks, and resource planning

5. Knowledge Management & Business Continuity

• Develop and maintain a robust knowledge management framework to support service resilience and scalability.
• Ensure 100% of critical business activities are tested and ready for continuity across centers

6. Communication & Change Management

• Lead change management initiatives to support transformation programs, including stakeholder communications, training, and adoption strategies.
• Promote a culture of transparency, engagement, and continuous learning

Experience

• 10+ years of experience in shared services, GBS, or transformation leadership roles.
• Proven track record in service management, process transformation, and global migrations.
• Strong understanding of digital enablers (e.g., automation, AI, service management platforms).
• Experience working in a matrixed, multicultural environment.
• Excellent communication, stakeholder management, and leadership skills.

Success Metrics:

• % of standardized processes across service lines
• Customer satisfaction (NPS) and service delivery KPIs
• Migration success rate and timeline adherence
• Business continuity readiness
• Change adoption and employee engagement scores

Languages:

Additional Information

Additional Information for the job

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.

LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertisewith outstanding career development opportunities in one of the largest and most solid private companies in the world.

We offer

• A workplace culture that embraces diversity and inclusivity
• Opportunities for Professional Growth and Development
• Employee Recognition Program
• Employee Wellness Programs - Confidential access to certified counselors for employee and eligible family members, along with monthly wellness awareness sessions.

The Service Management Coordinator (Japanese Speaker) role in the Technology & Telecoms industry focuses on ensuring seamless customer service operations. This position requires expertise in managing service delivery processes and maintaining high-quality customer interactions.

Client Details

This opportunity is with a large organization in the Technology & Telecoms industry, known for its commitment to innovation and customer satisfaction. The company operates globally and provides employees with a collaborative and professional work environment in Malaysia.

Description

• Oversee daily operations of the Service Delivery Center to ensure efficient service delivery.
• Manage customer queries and complaints, ensuring timely and effective resolution.
• Collaborate with internal teams to optimize service processes and workflows.
• Monitor performance metrics to identify areas for improvement and implement solutions.
• Develop and maintain strong relationships with key stakeholders and clients.
• Support the implementation of new tools and technologies to enhance service delivery.
• Ensure compliance with company policies and industry regulations.
• Provide regular reports on service performance and customer satisfaction.

Profile

A successful Service Management Coordinator (Japanese Speaker) should have:

• Candidates with 2-3 years of service coordination experience, preferably in an IT services environment, or other relevant coordination roles, are preferred.
• Proficiency in Japanese (N1-N2) and English (speak, read and write); Mandarin will be an added advantage.
• Proficiency in managing service delivery processes and resolving customer issues.
• Knowledge of performance metrics and reporting tools.
• Ability to work collaboratively with internal teams and external stakeholders.
• Excellent problem-solving and organizational skills.
• Familiarity with industry regulations and best practices.

Job Offer

• Hybrid working arrangement
• Opportunities for growth and professional development.
• Supportive and collaborative company culture.
• Exposure to cutting-edge tools and technologies in the Technology & Telecoms industry.

If you are passionate about customer service and looking for a challenging yet rewarding role in Malaysia, we encourage you to apply!

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Yin Ern Ngo +60323024029.
Agensi Pekerjaan Michael Page International (Malaysia) Sdn Bhd | Registration No.914741-W.

• Full-time

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:

At 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're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

This role will be based in Malaysia and onsite.

Get to know the Role:

Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab’s internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation, and testing. The candidate we are looking for is someone with a strong background in service management best practices, with a strong product mindset and stakeholder management skills.

If you are passionate about building a strong service management office, we offer you the opportunity to do so in a forward-thinking and fast-paced technology environment.

The Critical Tasks You Will Perform:

• Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
• Lead a team of service management practitioners in defining, implementing, and managing service management processes
• Lead post-mortem of high-impact incidents and work with service/business owners to formulate action plans
• Be the advocate for good service management practice and improve process awareness and adherence
• Work closely with leadership teams, technical teams, operations teams, and project teams to align best practices
• Accountable for service metrics reporting and continuous service improvement on service quality and efficiency

What Skills You Will Need

• At least 15 years of experience in the IT service management domain and/or management of ITSM platforms (e.g., FreshService, ServiceNow) in multinational environments
• Experience in implementing and improving service management practices that have a real, positive impact on IT services
• Good hands-on knowledge of managing service management platforms
• Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
• Experience in vendor management, commercial negotiations, procurement, and budget management

The Nice-to-Haves:

• Experience in business process automation
• ITIL Expert (v3) / Managing Professional (v4) certified

Life at Grab

We care about your well-being at Grab. Here are some of the global benefits we offer:

• 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
• Confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges
• FlexWork arrangements such as differentiated hours to balance personal commitments and life's demands

What We Stand For At Grab

We 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.

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:

At 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're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

This role will be base in Malaysia and onsite.

Get to know the Role:

Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab’s internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation and testing. The candidate we are looking for is someone with a strong background in service management best practices with a strong product mindset and stakeholder management skills.

If you are passionate about building a strong service management office, we offer you the opportunity to do so in a forward-thinking and fast-pace technology environment.

The Critical Tasks You Will Perform:

• Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
• Lead a team of service management practitioners in defining, implementing, and managing service management processes
• Lead post mortem of high impact incidents and work with service/business owners to formulate action plan
• Be the advocate for good service management practice and improve process awareness and adherence
• Work closely with leadership teams, technical teams, operations teams and project teams to align best practices
• Accountable for service metrics reporting and continuous service improvement on service quality and efficiency

What Skills You Will Need

• At least15years experience in IT service management domain and/or management of ITSM platforms (e.g. FreshService, ServiceNow) in a multinational environments
• Experienced in implementing and improving service management practices that have real, positive impact on improving IT services
• Good hands-on knowledge of managing service management platforms
• Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
• Strong senior stakeholder management skills
• Experience in vendor management, commercial negotiations, procurement, and budget management

The Nice-to-Haves:

• Experience in business process automation
• COBIT 5 Foundation certified
• ITIL Expert (v3) / Managing Professional (v4) certified
• IT service desk experience
• Lean/Six Sigma certified

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 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.