Technology Service Excellence Leader

2 days ago


Petaling Jaya, Selangor, Malaysia Grab Full time
Key Responsibilities
  1. Manage ITSM Platform: Oversee the IT Service Management (ITSM) platform to ensure its effective operation and continuous improvement.
  2. Support Team Management: Lead and manage the support team, fostering a collaborative and high-performance work environment.
  3. Stakeholder Management: Collaborate with stakeholders to understand their needs and ensure alignment with IT service strategies.
  4. Incident and Problem Management: Own and manage the Incident and Problem Management processes to help GTS teams minimize service disruptions and enhance service quality.
  5. IT Service Continuous Improvement: Drive continuous improvement initiatives within GTS services to enhance performance, efficiency, and business satisfaction.
  6. Vendor Management: Establish and maintain strong relationships with vendors, ensuring their performance aligns with our business objectives.
  7. Budget Management: Oversee budgetary planning and management to optimize resource allocation and financial efficiency.
  8. Vendor Effectiveness Controls: Implement and manage controls to assess and improve vendor effectiveness.


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