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

GIC; Singapore; On-site; SGD 150,000 - 200,000; Full time

Job summary

A leading sovereign wealth fund in Singapore is seeking a Head of Service Management to lead the design and implementation of a global service function. The ideal candidate will have 12–18 years of experience in service management and IT operations, with a strong background in integrating AI technologies and delivering on ITIL v4 processes. This role offers the opportunity to drive strategic initiatives and foster a culture of operational excellence within a diverse and innovative team.

Benefits

Diverse and inclusive work culture

Opportunity for professional growth

Qualifications

• 12–18+ years in Service Management or IT Operations.
• Experience with financial institutions or global MNCs.
• Experience working with hybrid infrastructure.

Responsibilities

• Design and implement a global Service Management function.
• Define the Service Management strategy covering ITIL v4 processes.
• Lead implementation and maturation of ServiceNow across the organization.

Skills

Service Management

IT Operations

Infrastructure Leadership

AIOps

Education

ServiceNow certifications (CIS-SM, CIS-CMDB, CSA, CAD)

Tools

ServiceNow

Cloud infrastructure

Containers

Job description

Overview

GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations worldwide, we invest in more than 40 countries across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of industry leaders and the opportunity to impact Singapore’s financial future and the communities we invest in.

Technology Group

We experiment, design, and lead a 24×7 global business supporting core capabilities in asset management, trading, investment operations, and risk management. We deliver secure, reliable, and integrated solutions while providing insights on emerging technologies.

Infrastructure Team

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

Role: 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. The leader will architect the future operating model for ITSM over a 3–5 year horizon, modernize end‑to‑end processes, and drive enterprise adoption of ServiceNow, data intelligence, AIOps, and agentic automation.

Global Service Management Strategy

• 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 organization‑wide implementation and continuous maturation of 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:
  • Incident Management (including MIM L0/L1/L2)
  • Problem Management
  • Change Enablement
  • Request Management
  • Service Catalog
  • Knowledge Management
  • IT Asset & Configuration Management
  • Vendor & SLA Governance
  • 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 predictive insights, service reliability indicators, operational risk heat maps, and 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.

Qualifications

• 12–18+ years in Service Management, IT Operations, or Infrastructure leadership.
• Experience with 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, pursue innovative ideas, share your views, and be heard. We are anchored on our PRIME Values: Prudence, Respect, Integrity, Merit, and Excellence, which guide how we make decisions and inspire impact.

Location

This role will be in our Tampines Office.

Equal Opportunity Employer

GIC is an equal opportunity employer. We passionately believe every individual brings unique diversity of thought and perspectives to meaningfully enrich our teams and drive competitive performance. An inclusive environment yields exceptional contribution.

Learn More

Learn more about our Technology Group here: https://gic.careers/group/technology-group/

PRIME Values

GIC is a values‑driven organization. GIC’s PRIME Values act as our compass, enabling us to fulfil our purpose and objectives. PRIME stands for Prudence, Respect, Integrity, Merit, and Excellence.