Manager II, Service Management Solution

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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 leads platform enhancements and operational management across Grab's service management solutions ecosystem. The role combines stakeholder management, service platform support and technical delivery across service management platforms. Manage developers and technical platform SMEs to deliver platform enhancements, track timelines and progress, and ensure stable day-to-day platform operations. Partner with stakeholders to align enhancement scope, manage expectations, validate delivery priorities and provide timely follow-up on progress, issues, and outcomes. Drive platform improvements and technical debt reduction across service management platforms, system integrations, automation and internal tools. Ensure solutions, integrations, and AI-enabled capabilities are secure, scalable, and operationally supportable. Support platform governance, compliance, and audit activities, including SOX-related controls, evidence gathering, and follow-up. 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 Strategic Architecture & Enhancement Leadership Architect and manage the full lifecycle of multi-platform enhancements (Freshservice, APIs, AWS, Salesforce). Provide expert technical and process advisory for platform and complex service design decisions. Evaluate new service models, automation, and platform requests, driving the strategic vision. Own and prioritize the enhancement backlog based on operational impact, scalability, and business value. Translate confirmed business needs into detailed, architecturally sound functional and non-functional requirements. Stakeholder Engagement & Technical Authority Serve as the Technical Authority, strictly vetting business requests against architectural standards, and approving or rejecting scope. Partner with business units to expertly guide non-technical stakeholders on ITSM needs, solution options, and platform constraints. Present architectural findings, proposed solutions, and strategic roadmaps to leadership and cross-functional teams. Complex Triaging, Governance & System Resilience Assess, triage, and resolve complex requests involving advanced workflows, and intricate cross-team dependencies. Coordinate critical incident response and resolution for platform issues directly affecting the end-user or agent experience. Prepare and approve all validated enhancement work for the technical development team, ensuring necessary artifacts and architectural guidelines are complete before development begins. Ensure that comprehensive system and architectural documentation is promptly maintained and updated. Administrative management Vendor Management: Manage relationships with ITSM platform and service vendors, ensuring performance meets Grab's objectives. Budget & Commercial Management: Plan and manage the budget for optimized resource allocation and financial efficiency. Negotiate vendor contracts. Provide technical guidance and support for service management tool customization and configuration What Essential Skills You Will Need Minimum 10 years of experience with a Service Management, Technical Architecture, or related leadership role. Proven experience in platform engineering, solution architecture, enterprise application engineering, or technical leadership. Requires a strong background in API architecture, MCP server management and integration engineering, specifically focused on delivering secure service-to-service connectivity and cross-platform solutions within service management environments. Experience using AI-assisted development (agentic engineering) for in-house applications, automation or workflow platforms. Experience supporting or overseeing BAU operations for enterprise platforms. Strong grasp of software engineering fundamentals: system design, testing, release management, observability, operational support, and documentation. Strong stakeholder management and communication skills, with the ability to align priorities, manage expectations, and drive timely follow-up on delivery progress, issues, and outcomes. Really nice to have skills Experience with MCP servers, agentic tooling, or similar enterprise integration frameworks. Experience with Freshservice, AWS, or equivalent enterprise platforms. Familiarity with enterprise ITSM practices and platform governance. Experience l

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