Job Description

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 24x7 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.
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 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:

• 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 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.
Learn more about our Technology Group here:
Our PRIME Values
Our PRIME Values
GIC is a values driven organization. GIC's PRIME Values act as our compass, enabling us to fulfil our fundamental purpose and objectives. It is the foundational bedrock which governs our behaviors, our decision making, and our focus. It informs both our long-term strategy as a firm, and the way we relate to our Client, business partners and employees. PRIME stands for Prudence, Respect, Integrity, Merit and Excellence.

Skills Required