SVP, Head of IT Service Operations (Global Infrastructure & Cyber), Technology Group

About the Role

GIC is among the world’s largest sovereign wealth funds, with more than 2,000 people working across 11 global offices. The firm invests in over 40 countries and spans multiple asset classes and businesses. Joining GIC means working alongside influential leaders across industries while contributing to Singapore’s financial future and the communities the firm supports around the world.

The Technology Group operates a 24x7 global environment that supports key functions such as asset management, trading, investment operations, and risk management. The team builds secure, dependable, and well-integrated solutions while also exploring new and emerging technologies.

Within Infrastructure & Cybersecurity Resilience (ICR), the focus is on creating and protecting the technology backbone that supports GIC’s worldwide investment activities. The goal is to provide resilient, scalable, and secure infrastructure that helps employees and businesses operate safely, efficiently, and effectively.

Role Overview

The Head of IT Service Operations will be responsible for shaping, improving, and running an AI-enabled, enterprise-grade service operations function across GIC’s complex hybrid infrastructure landscape. This role owns the operational heartbeat of the environment, ensuring services remain stable, incidents are resolved, root causes are tracked through to remediation, and infrastructure health is maintained across all regions.

Key Responsibilities

• Set up, refine, and continuously improve core IT service management processes and associated automation.
• Oversee incident management, including major incidents, problem management, change enablement and CAB, request fulfilment and service catalog management, knowledge management, and asset management.
• Make sure service processes are practical, efficient, and designed for a globally distributed delivery model.
• Lead day-to-day operations and the ongoing maturity of ServiceNow service management and AIOps capabilities.
• Work closely with engineering, cyber, cloud, compute, network, and end-user experience teams to align workflows and increase automation.
• Maintain global configuration standards and avoid unnecessary customization so the platform stays disciplined and manageable.
• Connect AIOps tools with ServiceNow to reduce manual work and support self-healing operations.
• Promote the use of AI assistants for infrastructure teams to reduce ticket volume and speed up resolution.
• Spot automation opportunities across the entire incident-to-resolution lifecycle and drive implementation.
• Create dashboards and reports that show service reliability, incident patterns, and resolution performance.
• Develop operational risk heat maps and use trend analysis to recommend automation improvements.
• Own and facilitate operations service reviews across the technology organization.
• Build, guide, and motivate a high-performing global service operations team working across time zones including Singapore, New York, and London.
• Coach managers on disciplined operations, data-driven decision-making, and automation-first practices.
• Support a culture of standardization, accountability, and continuous improvement.

Qualifications

• At least 12 to 15+ years of experience in IT service operations, IT infrastructure, or a comparable operational leadership role.
• Background in financial institutions, global multinational companies, or large-scale enterprise technology environments.
• Strong practical experience with ServiceNow.
• Solid knowledge of hybrid infrastructure environments, including on-premises, cloud, and container-based systems.
• Exposure to SRE, DevOps, or AIOps transformation initiatives.
• Proven capability in incident command and major incident management.

Work Environment

This role is based in GIC’s Tampines office. The company follows a four-days-per-week in-office model to support collaboration, while still allowing flexibility on which days are worked from home depending on business needs.

Values and Culture

GIC operates with a strong values-led culture anchored in Prudence, Respect, Integrity, Merit, and Excellence. The organization encourages diverse perspectives, inclusive teamwork, professional growth, and the freedom to contribute ideas and challenge boundaries.

Equal Opportunity

GIC is an equal opportunity employer and values diversity of thought and background as a driver of stronger performance and meaningful contribution.