SVP, Head of Service Management (Global Infrastructure & Cyber), Technology Group

GIC Private Limited; Singapore; Hybrid; SGD 150,000 - 200,000; Full time

Job summary

A global sovereign wealth fund is seeking a Head of Service Management to design and implement a world-class Service Management function. This role will involve leading the adoption of innovative technologies and establishing governance for service processes across a complex infrastructure. Candidates should have extensive experience in Service Management and a solid background in IT operations.

Benefits

Flexible working arrangements

Opportunities for professional growth

Diverse work environment

Qualifications

• 12–18+ years in Service Management, IT Operations, or Infrastructure leadership.
• Experience in financial institutions or global MNCs.
• ServiceNow certifications are advantageous.

Responsibilities

• Design and implement a global Service Management function.
• Define the global Service Management strategy and roadmap.
• Lead ServiceNow Service Management implementation.

Skills

Service Management

IT Operations

Infrastructure Leadership

Data Analytics

Automation

Education

12–18+ years in relevant fields

ServiceNow certifications (CIS-SM, CSA)

Tools

ServiceNow

Job description

SVP, Head of Service Management (Global Infrastructure & Cyber), Technology Group

Location: Singapore, SG

Job Function: Technology Group

Job Type: Permanent

GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations around the world, we invest in more than 40 countries globally across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of the world’s industry leaders. As a leading global long-term investor, we Work at the Point of Impact for Singapore’s financial future, and the communities we invest in worldwide.

Technology Group

We experiment, design, and lead a 24×7 global business where we support core capabilities in asset management, trading, investment operations, and risk management. We deliver secure, reliable, and integrated solutions, and provide insights on new, and emerging technologies.

Infrastructure Team

We enhance GIC’s digital solutions by establishing a strong technology foundation, emphasising innovation, quality design, and security. By promoting transparency and data-driven approaches, we empower teams and drive automation to enhance efficiency and reliability.

What will you do as the Head of Service Management?

The Head of Service Management is accountable for designing, implementing, and scaling a world-class, AI-augmented global Service Management function across a complex, hybrid infrastructure estate. This leader will architect the future operating model for ITSM over a 3–5 year horizon, modernize processes end-to-end, and drive enterprise adoption of ServiceNow, data intelligence, AIOps, and agentic automation.

The role requires a strategic, forward-thinking Service Management expert who can operate at both executive and operational levels, integrating process discipline with analytics, automation, and customer experience improvements.

• Define and own the global Service Management strategy, covering ITIL v4-aligned processes, tooling, governance, automation, AI, and talent uplift.
• Develop a future-state operating model integrating agentic AI, AIOps, predictive analytics, and data-driven service insights.
• Build a progressive roadmap transitioning from traditional ITSM to AI-augmented, proactive service control.

ServiceNow Module Ownership & Transformation

• Lead the organization-wide implementation and continuous maturation of the ServiceNow Service Management, CMDB, Discovery, ITAM, ITAM/SAM, and AIOps modules.
• Partner with Engineering, Cyber, Cloud, Compute, Network, and End-User Experience teams to standardize workflows and embed automation.
• Establish global standard configuration, eliminating bespoke customizations and enforcing platform discipline.

Process Architecture & Implementation

• Design and embed core ITSM processes, including:
• Change Enablement
• Request Management
• Service Catalog
• Knowledge Management
• IT Asset & Configuration Management
• Service Continuity & Operational Resilience
• Implement fit-for-purpose, streamlined processes tailored to a global PBOD model.

Data, Analytics & AI-Driven Operations

• Build a Service Management Data & Analytics capability that produces:
• service reliability indicators
• trend-based automation recommendations
• Integrate AIOps platforms with ServiceNow to reduce manual toil and enable self-healing workflows.
• Drive adoption of agentic AI assistants for infrastructure teams, reducing ticket load and accelerating resolution.
• Own and drive Operations Service Reviews across technology.

Global Governance, Controls & Compliance

• Establish end-to-end governance for SLAs, OLAs, KPIs, service reviews, vendor accountability, and regulatory compliance (MAS TRM, FCA, OCC, SEC).
• Implement global consistency across regions (SG, NY, London, Brazil, SFO) within a matrix reporting model.
• Ensure strong controls around change, configuration, incident, and cyber-resilience processes.

Leadership, People Development & Culture

• Build and lead a high-performing global Service Management team across time zones.
• Mentor functional and local managers in service maturity, operational rigor, and data literacy.
• Champion a culture of standardization, automation-first thinking, and continuous improvement.

What qualifications or skills should you possess in this role?

• 12–18+ years in Service Management, IT Operations, or Infrastructure leadership.
• Financial institutions, global MNCs, or enterprise‑scale technology organizations.
• ServiceNow certifications (CIS‑SM, CIS‑CMDB, CSA, CAD) are advantageous.
• Experience working with hybrid infrastructure (on‑prem, cloud, containers).
• Exposure to SRE, DevOps, or AIOps transformation programs.

Work at the Point of Impact

We need to be forward-looking to attract the right people to help us become the Leading Global Long-term Investor. Join our ambitious, agile, and diverse teams - be empowered to push boundaries and pursue innovative ideas, share your views, and be heard. Be anchored on our PRIME Values: Prudence, Respect, Integrity, Merit and Excellence, which guides us in how we make our day-to-day decisions. We strive to inspire. To make an impact.

GIC is a Great Place to Work

At GIC, our offices are vibrant hubs for ideation, professional growth, and interpersonal connection. At the same time, we believe that flexibility allows us to do our best work and be our best selves. Thus, our teams come into the office four days per week to harness the benefits of in-person collaboration, but have the flexibility to choose which days they work from home and adjust this arrangement as situational needs arise. This role will be in our Tampines Office.

GIC is an equal opportunity employer

As an employer, we passionately believe every individual brings with them unique diversity of thought and perspectives to meaningfully enrich perspectives of GIC teams to drive competitive performance. An inclusive environment yields exceptional contribution.