VP, ITSM Delivery Lead, Future Ready Technology, Group Technology

DBS Bank; 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

To lead the end-to-end delivery and technical transformation of our enterprise IT Service Management platform. The role will bring together delivery, technology, process and engineering, working across ITSM process owners, application teams, infrastructure, risk, operations and vendors to deliver scalable, resilient and increasingly automated ITSM capabilities.

Key Responsibilities

• Lead end-to-end delivery of ITSM capabilities from requirements, solution design and development through testing, implementation and production readiness.
• Provide technical leadership across Incident, Problem, Change, Service Request, Knowledge, CMDB and Configuration Management capabilities.
• Define and drive the ITSM technology roadmap, ensuring solutions are scalable, maintainable, resilient and aligned with enterprise architecture standards.
• Drive simplification, automation and AI adoption, reducing manual activities and improving service-management productivity and user experience.
• Oversee ITSM integrations with CI/CD, observability, asset management, knowledge platforms and other enterprise systems.
• Ensure strong engineering and release discipline, including code quality, security, testing, CI/CD controls, change management and production readiness.
• Manage delivery scope, milestones, risks, dependencies and cross-team coordination, proactively resolving issues that could impact implementation.
• Partner with Technology Risk, Cybersecurity and governance teams to ensure appropriate controls, traceability and regulatory requirements are embedded into solutions.
• Provide leadership to engineers and delivery teams, establishing technical standards and engineering best practices while developing internal capabilities.
• Manage technology vendors and implementation partners, ensuring quality delivery, effective knowledge transfer and reduced long-term dependency.
• Use operational and delivery metrics to drive continuous improvement in reliability, automation, service quality and delivery effectiveness.

What We're Looking For

• Strong experience in enterprise ITSM platforms, such as ServiceNow, BMC Helix or equivalent.
• Good understanding of ITIL practices, particularly Incident, Problem, Change, Request, Knowledge and Configuration Management.
• Proven experience leading large-scale technology delivery or ITSM transformation.
• Strong technical understanding of APIs, integrations, CI/CD, DevOps, cloud, automation, observability and enterprise architecture.
• Experience working in complex, highly regulated enterprise environments.
• Strong stakeholder management skills with the ability to work across business, technology, operations, risk and vendors.
• Ability to translate strategic objectives into practical technology solutions and measurable outcomes.
• Experience with AI/GenAI, intelligent automation or agentic workflows would be an advantage.
• ITIL, Agile, PMP, ServiceNow or equivalent certifications would be advantageous.

Location

DBS Asia Hub

Job

Technology

Schedule

Regular

Employee Status

Full time