Svp, Head of Vendor Service Delivery

**Location**:Singapore, SG

**Job Function**:Technology Group

**Job Type**:Permanent

**Req ID**:16722
- 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 Vendor Service Delivery?**

**Oversee Vendor Service Delivery**:

- Act as the global relationship and performance owner for strategic vendors across infrastructure and cyber operations, expanding into TG.
- Define, track, and enforce KPIs across SLA compliance, delivery timelines, service quality, risk and compliance posture.
- Drive a culture of accountability through structured performance scorecards, linked to commercial levers.
- Partner with global IT/infrastructure product owners to align vendor scope and deliverables with technical and operational goals.
- Track vendor escalations and lead root cause analysis and service remediation efforts.

**Lead Quarterly and Monthly Vendor Reviews**:

- Formalize and execute a structured QBR (Quarterly Business Review) and MBR (Monthly Business Review) cadence across all Tier 1 and Tier 2 vendors. Refine and redefine Tier 1 and Tier 2 if necessary.
- Review SLA metrics, financial performance, innovation pipeline, outstanding risks/issues, and strategic fit as well as strategic partnership moving towards AI enablement across tech and contracts and SLAs.
- Maintain a centralized repository for minutes, actions, follow-ups, and vendor accountability.
- Escalate underperformance or recurring gaps and lead improvement planning with internal and external stakeholders.

**Drive Vendor Efficiency and Consolidation**:

- Improve GICs return on investment in its technology assets by unlocking value from under-utilized assets already owned, and by ensuring that new investments are strategically aligned, correctly sized and optimally executed.
- Conduct an in-depth mapping of the vendor portfolio to identify duplication, inefficiencies, and missed commercial opportunities.
- Build a vendor rationalization roadmap with targeted year-on-year savings through bundling, consolidation, and volume-based renegotiations working with Enterprise Sourcing and Procurement (ESP).
- Partner with Sourcing, Legal, and Finance to redesign contracts that unlock better commercial value (e.g., outcome-based pricing, innovation credits).
- Lead market scanning and RFX processes for strategic sourcing initiatives across IT services and tooling, while working with relevant SMEs.

**Establish and Lead a Vendor Governance Team**:

- Manage global strategic vendor relationships and MSPs (Managed Service Providers), including delivery and operational performance, SLAs, and issue escalations.
- Build, track and measure key metrics to measure vendor performance to drive enhancements and improvements.
- Ensure robust third-party risk management and enforce compliance with internal policies and external regulatory requirements.
- Build a centralized Vendor Governance function under Service Management, covering onboarding, offboarding, SLA monitoring, and compliance.
- Define and implement operational playbooks for third-party access management, knowledge transition, exit planning, and handover.
- Recruit, mentor, and manage a team including governance analysts, SLA/contract managers, and vendor compliance specialists.
- Deploy tooling to manage vendor lifecycle processes (e.g., ServiceNow VRM, JIRA, or custom dashboards).

**People & Organizational Leadership**:

- Partner closely with Functional SMEs to drive modernization of legacy systems and platforms, including cloud migration and tooling consolidation based on commercial viability and organisational fit.
- Introduce data-driven decision-making and performance benchmarking through advanced metrics and scorecards.
- Drive cost optimization and capacity & performance of people, processes and tools.

**What qualifications or skills should you possess in this role?**
- 20+ years of experience in infrastructure or service management roles with significant exposure to vendor governance.
- Prior ex