Manager I, Service Management Solution

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 on technology at Grab, come join us and help shape the future of technology.

Get to Know the Role

Reporting to the Senior Manager of Service Management Office, this role is responsible for the function of Business Analysis which includes supporting delivery and day-to-day backlog prioritisation. Working closely with business stakeholders, Tech, QA and support teams, the role ensures solutions are clearly defined, approved and delivered effectively in alignment with business objectives. The role also applies AI tools to enhance workflow efficiency and documentation quality.

• Partner with business stakeholders to define problems, desired outcomes, and translate needs into clear product requirements and solution scope.
• Prioritise and shape backlog items with Tech and Business teams based on business value, user impact, urgency, feasibility, and cross-system fit.
• Drive delivery and release readiness by ensuring requirements, acceptance criteria, stakeholder sign-off, UAT, validation, and feedback-led improvements are completed before go-live.
• Apply vibe coding practices to improve operational efficiency and simplify workflows.

 

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

 

The Critical Tasks You Will Perform

• Manage ITSM Platform: Oversee the IT Service Management (ITSM) platform to ensure its effective operation and continuous improvement.
• Support Team Management: Lead the L1-L2 support team, encouraging a collaborative work environment.
• Business Analysis: Translate stakeholder requirements into clear IT specifications and communicate the necessary activities back to the stakeholders.
• Stakeholder Management: Acts as the liaison between business and technical teams, to populate the vendor backlog with scoped, high-value user stories.
• Vendor Management: Establish and maintain relationships with our ITSM platform vendor and ITSM service vendors; ensure their performance aligns with Grab's goals.
• Budget & Commercial Management: Oversee budgetary management to improve resource allocation and financial efficiency.
• Govern SIT and UAT: Lead System Integration Testing (SIT) to validate end-to-end data flow and integrity across integrated systems before governing User Acceptance Testing (UAT).

What Essential Skills You Will Need

• Minimum 7 years of experience in Service Management Solution or relevant
• Good knowledge of ITSM processes, controls and best practices, with sound experience in business analysis, product delivery and cross-functional execution.
• Sound understanding of System Development Life Cycle
• Strong ability to translate business needs into structured, delivery-ready requirements, supported by analytical and problem-solving skills.
• Effective in communicating, working with business stakeholders and technical teams and with experience in agile delivery, sprint planning, testing and UAT.
• Demonstrated experience using AI tools, AI automation, or AI-assisted / vibe coding to improve work.

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.