Manager II, Service Management Solution
Core
Leads platform enhancements and operational management across Grab's service management solutions ecosystem, combining stakeholder management, service platform support, and technical delivery.
Role type
Manager II, Service Management Solution
Builds
Multi-platform enhancements (Freshservice, APIs, AWS, Salesforce) and AI-enabled capabilities for service management.
Domain
IT Service Management (ITSM), Enterprise Application Engineering, Cloud Infrastructure
Deliverable
production ML models | product features | infrastructure
Required skills
Service Management leadership, Technical Architecture, API architecture, MCP server management, Agentic engineering/AI-assisted development, Enterprise platform operations, System design, Release management, Observability, Vendor management, Budget management
Preferred skills
Freshservice, AWS, Enterprise ITSM practices, Cross-functional platform initiatives
Technologies
Freshservice, AWS, MCP servers, APIs, AI/ML tools
Responsibilities
Architect and manage the full lifecycle of multi-platform enhancements; Serve as Technical Authority vetting business requests against architectural standards; Assess, triage, and resolve complex requests involving advanced workflows; Coordinate critical incident response for platform issues; Manage relationships with ITSM platform and service vendors; Plan and manage budget for optimized resource allocation.
Seniority
Manager II, hands-on IC with strategic oversight
