Global IT Service Operations Leader - AI-Driven & ServiceNow

GIC PRIVATE LIMITED; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work arrangement

Tampines Office

Equal opportunity employer

Job summary

GIC Private Limited seeks a Head of IT Service Operations to design, uplift and run a world-class, AI-augmented service operations function across a hybrid infrastructure. You will own the operational engine, keeping services running, incidents resolved, and infrastructure healthy across global regions.

You will lead core ITSM processes, drive ServiceNow maturity with AIOps, and partner with Engineering, Cyber, Cloud, Compute, Network, and End-User Experience teams to standardize workflows and

Qualifications

• 12-15+ years in IT Service Operations or related leadership roles.
• Experience in financial institutions, global MNCs, or enterprise-scale technology organisations.
• Deep hands-on experience with ServiceNow.
• Strong background in hybrid infrastructure environments (on-prem, cloud, containers).
• Exposure to SRE, DevOps, or AIOps transformation programs.
• Strong incident command and major incident management experience.

Responsibilities

• Design, uplift and run a world-class, AI-augmented day-to-day service operations function across GIC's global hybrid infrastructure.
• Own the operational engine - keeping services running, incidents resolved, root cause remediation tracked and infrastructure healthy across global regions.
• Lead Core ITSM Process Ownership: Incident, Problem, Change Enablement, Request Management & Service Catalog, Knowledge, Asset Management.
• Own and mature ServiceNow Platform Operations and AIOps modules; embed automation across teams.
• Partner with Engineering, Cyber, Cloud, Compute, Network, and End-User Experience teams to standardize workflows.
• Drive global standard configuration, removing bespoke customizations and maintaining platform discipline.
• Build operational dashboards and reporting; drive Operations Service Reviews across the technology function.
• Build and lead a global Service Operations team across time zones (SG, NY, London).
• Mentor managers in operational rigor, data literacy, and automation-first thinking.

Skills

Incident management

SRE

DevOps

AIOps

Hybrid infrastructure

Major incident management

Tools

ServiceNow

Job description

GIC Private Limited seeks a Head of IT Service Operations to design, uplift and run a world-class, AI-augmented service operations function across a hybrid infrastructure. You will own the operational engine, keeping services running, incidents resolved, and infrastructure healthy across global regions.

You will lead core ITSM processes, drive ServiceNow maturity with AIOps, and partner with Engineering, Cyber, Cloud, Compute, Network, and End-User Experience teams to standardize workflows and