SVP, Head of Service Management

SVP, Head of Service Management (Global Infrastructure & Cyber), Technology Group 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. 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, modernise 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. 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 the organisation‑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 standardise workflows and embed automation. Establish global standard configuration, eliminating bespoke customisations 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 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 standardisation, automation‑first thinking and continuous improvement. Qualifications or Skills 12‑18+ years in Service Management, IT Operations or Infrastructure leadership. Experience in financial institutions, global MNCs or enterprise‑scale technology organisations. 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 programmes. Equal Opportunity Statement GIC is an equal‑opportunity employer. We passionately believe every individual brings a unique diversity of thought and perspective to meaningfully enrich GIC teams and drive competitive performance. Learn more about our Technology Group here: Our PRIME Values: Prudence, Respect, Integrity, Merit, Excellence. #J-18808-Ljbffr