ITSM Delivery Leader: AI-Driven Transformation

DBS Bank Ltd; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

DBS Bank Ltd is seeking a leader to drive the end-to-end delivery and technical transformation of our enterprise IT Service Management platform. The role blends delivery, technology, process and engineering across ITSM, application teams, infrastructure and risk to deliver scalable, resilient ITSM capabilities.

The candidate will lead technical delivery across Incident, Problem, Change, Knowledge, CMDB and architecture-aligned roadmaps, with a focus on automation, AI adoption and robust

Qualifications

• Strong experience leading ITSM delivery in regulated enterprises.
• Experience with ITIL practices across Incident, Problem, Change, Knowledge and Configuration Management.
• Experience leading large-scale technology delivery or ITSM transformation.
• Strong understanding of APIs, integrations, CI/CD, DevOps, cloud, automation and observability.

Responsibilities

• Lead end-to-end ITSM delivery from requirements to production readiness.
• Provide technical leadership across Incident, Problem, Change, Service Request, Knowledge, CMDB and Configuration Management.
• Define and drive the ITSM technology roadmap aligned with enterprise architecture standards.
• Drive automation and AI adoption to reduce manual activities and improve productivity.
• Oversee ITSM integrations with CI/CD, observability, asset management and other enterprise systems.
• Ensure strong engineering discipline, including code quality, security, testing and CI/CD controls.
• Manage delivery scope, milestones, risks, dependencies and cross-team coordination.
• Partner with Technology Risk, Cybersecurity and governance to embed controls and regulatory requirements.
• Provide leadership to engineers and delivery teams, establishing standards and best practices.
• Manage technology vendors and implementation partners, ensuring quality delivery and knowledge transfer.
• Use delivery metrics to drive continuous improvement in reliability and service quality.

Skills

ITSM delivery leadership

Enterprise architecture

APIs & Integrations

CI/CD & DevOps

Stakeholder management

Education

ITIL Certification

PMP / equivalent

ServiceNow Certification

Tools

ServiceNow

BMC Helix

Job description

DBS Bank Ltd is seeking a leader to drive the end-to-end delivery and technical transformation of our enterprise IT Service Management platform. The role blends delivery, technology, process and engineering across ITSM, application teams, infrastructure and risk to deliver scalable, resilient ITSM capabilities.

The candidate will lead technical delivery across Incident, Problem, Change, Knowledge, CMDB and architecture-aligned roadmaps, with a focus on automation, AI adoption and robust