IT Service Management Expert
2 weeks ago
About Grab
Grab is a leading superapp in Southeast Asia, driving economic empowerment across the region with technology and AI. We aim to provide seamless experiences to our employees through innovative IT solutions.
Job Overview
The Service Management Office (SMO) is responsible for overseeing the effective operation and continuous improvement of the IT Service Management (ITSM) platform. As an IT Service Management Expert, you will report to the Senior Manager, SMO, and oversee the platform's daily operations, ensuring its alignment with business strategies.
Critical Tasks
- Manage ITSM Platform: Ensure the ITSM platform operates effectively and efficiently, identifying areas for improvement and implementing changes as needed.
- Support Team Management: Lead and manage the support team, fostering a collaborative and high-performance work environment that promotes employee growth and satisfaction.
- Stakeholder Management: Collaborate with stakeholders to understand their needs and ensure alignment with IT service strategies, promoting effective communication and issue resolution.
- Incident and Problem Management: Own and manage the Incident and Problem Management processes, minimizing service disruptions and enhancing service quality through proactive problem-solving.
- IT Service Continuous Improvement: Drive continuous improvement initiatives within GTS services, enhancing performance, efficiency, and business satisfaction through data-driven decision-making.
- Vendor Management: Establish and maintain strong relationships with vendors, ensuring their performance aligns with business objectives and goals.
- Budget Management: Oversee budgetary planning and management, optimizing resource allocation and financial efficiency while maintaining a focus on strategic objectives.
Qualifications
- At least 5 years of experience in IT Service Management and ITSM platforms.
- At least 3 years of experience in leading a team.
- Strong understanding of ITIL framework.
- Excellent vendor and stakeholder management skills.
- Experience in driving continuous improvement initiatives.
- Experience in problem-solving methodologies.
- Knowledge in Six Sigma or Lean Sigma.
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