SVP, Global Head of Service Desk, Technology Group

About GIC and the Technology Group

GIC is among the globe's largest sovereign wealth funds, employing over 2,000 professionals across 11 international offices and investing in more than 40 countries and various asset classes. At GIC, you gain exposure to a vast network of leading experts and make an impact on Singapore’s financial future and global communities. The Technology Group innovates and operates a 24/7 global business supporting core functions such as asset management, trading, investment operations, and risk management by providing secure, reliable, integrated solutions and leveraging emerging technologies.

Role Overview

The Global Head of Service Desk is a senior leadership position accountable for crafting, overseeing, and continuously enhancing the organization's user support functions distributed over 11 worldwide sites. This role bridges internal delivery and managed service provider (MSP) operations, ensuring a unified, data-driven, and customer-focused service desk experience. The position reports to the Head of IT Operations/Service Management/Service Enablement and is responsible for implementing a seamless 24x7 Follow-the-Sun service model that eliminates service gaps across time zones. The incumbent will collaborate closely with MSP partners to standardize tools, processes, SLAs, SOPs, and workforce best practices to uphold a cohesive service identity globally.

Key Responsibilities

• Lead the comprehensive delivery of on-site and remote service desk operations across all global locations, guaranteeing SLA compliance and consistent user satisfaction.
• Establish and manage a Follow-the-Sun operational framework with standardized runbooks, escalation procedures, and shift handover protocols to avoid service disruptions.
• Create location-tailored capacity models reflecting business needs, headcount, and MSP deployment, with quarterly reviews.
• Oversee incident management, enforcing resolution timelines, communication standards, and post-incident analyses that meet executive expectations.
• Act as the chief authority for MSP governance, holding partners to contractual SLAs, quality standards, and continuous improvement goals.
• Organize and engage in regular governance forums with MSPs, including operational reviews and business performance evaluations with executive-level reporting.
• Utilize data-driven approaches to challenge MSP performance, manage complacency, and escalate issues to senior MSP leadership as necessary.
• Partner with Vendor Governance, Procurement, and Legal to negotiate SOW scopes, service credits, and penalties that safeguard organizational interests.
• Co-create transformational strategies with MSPs involving automation, expanded self-service channels, and AI-powered triage.
• Design and enforce uniform ITIL-aligned processes for Incident, Request, Problem, Change, and Knowledge Management globally, with formal exception controls.
• Maintain the global Service Desk process taxonomy, ensuring all runbooks, escalation charts, and SOPs are consistently managed and followed.
• Lead the deployment and governance of ITSM platforms (preferably ServiceNow), optimizing configurations for global process adherence and efficiency.
• Form and lead a Global Service Desk Standards Board to review policy variances and sanction procedural changes.
• Define and uphold a comprehensive KPI framework covering First Contact Resolution, Mean Time to Resolve, ticket deflection, customer satisfaction, and cost efficiency.
• Develop and sustain executive dashboards providing real-time service visibility, trends, and health indicators across all delivery points.
• Perform root cause analyses of chronic issues and implement data-driven remediation initiatives with quantifiable results.
• Promote a culture of data-based decision making, ensuring initiatives have clear metrics and measurement cycles.
• Elevate the end-user experience by balancing swift resolutions with quality interactions; neither should be compromised.
• Implement a structured Voice of the Customer program featuring satisfaction surveys, focus groups, and iterative service enhancements.
• Build and maintain executive stakeholder relationships through transparent, honest, and evidence-based reporting.
• Leverage automation and AI/Agentic technologies to enable self-service and self-healing capabilities that ensure fast issue resolution.
• Lead a global team of Regional Service Desk Leads fostering a high-performance environment built on accountability, continuous learning, and inclusiveness.
• Outline career development pathways and succession plans for senior roles, reduce key-person risk, and cultivate internal talent.
• Coordinate regular performance calibrations to ensure consistent evaluations across geographies and delivery models.
• Advocate workforce development including technical certifications, ITIL training, and cross-regional knowledge sharing.
• Manage the overall Global Service Desk budget, covering MSP contracts, staff costs, licenses, and training expenses.
• Implement annual efficiency improvements via automation, self-service adoption, and MSP performance gains.
• Provide detailed financial reporting to IPS leadership including variance analysis, forecasts, and ROI on transformation efforts.

Qualifications and Skills

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field is mandatory.
• Advanced degrees such as an MBA or MSc in Technology Management are highly favored.
• Certifications required include ITIL v4 Managing Professional or ITIL v4 Strategic Leader.
• Possession of HDI Senior Certified Professional (HDI-SCP) or similar service desk leadership credential is essential.
• Project management certification such as PMP or Prince2 Practitioner required.
• At least 15 years of progressive experience in IT service management with a minimum of 5 years in senior leadership with budget or P&L accountability.
• Proven ability to oversee global service desk operations spanning multiple regions and time zones with effective Follow-the-Sun models.
• Demonstrated success in managing MSP relationships including contract negotiations and performance governance.
• Practical experience with ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management.
• Track record in developing analytics programs that improve service metrics measurably.
• Experience leading transformation initiatives including chatbot/AI-assisted triage and knowledge management enhancement.
• Deep knowledge of ITIL-aligned service management processes.
• Skilled with ITSM tools, reporting systems, and enterprise monitoring dashboards.
• Understanding of AI and machine learning applications within service desk environments.

Work Environment and Culture

GIC offers a vibrant, dynamic workplace with an emphasis on agility, diversity, and innovation guided by its core PRIME values: Prudence, Respect, Integrity, Merit, and Excellence. Employees operate out of the Tampines Office in Singapore, with a highly flexible work schedule allowing for four days in-office collaboration and flexible remote work options. The organization fosters inclusivity and values diverse perspectives to drive superior performance.

Equal Opportunity Policy

GIC is committed to equal employment opportunity and believes that diverse backgrounds and viewpoints create exceptional teams and outcomes.