Location: Singapore
Job Function: Technology Group
Job Type: Permanent
Req ID: 17159
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 & Cybersecurity Resilience (ICR)
We design, build, and secure the technology foundations that power GIC’s global investment operations. We aim to deliver resilient, scalable, and secure infrastructure that empowers our people and businesses to perform securely, efficiently, and effectively.
What will you do as the Head of IT Service Operations?
The Head of IT Service Operations is accountable for designing, uplifting and running a world-class, AI-augmented day-to-day service operations function across GIC's complex hybrid infrastructure estate. This leader owns the operational engine — keeping services running, incidents resolved, root cause remediation tracked and infrastructure healthy across all global regions.
Core ITSM Process Ownership
- Design, implement, and continuously provide inputs to improve core operational ITSM processes and automation on:
- Incident Management (including Major Incident Management MIM)
- Problem Management
- Change Enablement (including CAB)
- Request Management & Service Catalog
- Knowledge Management
- Asset Management
- Ensure processes are fit-for-purpose, streamlined, and tailored to a global delivery model.
ServiceNow Platform Operations
- Own the day-to-day operation and continuous maturation of ServiceNow Service Management and AIOps modules.
- Partner with Engineering, Cyber, Cloud, Compute, Network, and End-User Experience teams to standardize workflows and embed automation.
- Enforce global standard configuration, eliminating bespoke customizations and maintaining platform discipline.
AIOps & Automation
- 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 times.
- Identify and implement automation opportunities across the incident-to-resolution lifecycle.
Data & Operational Insights
- Build operational dashboards and reporting covering service reliability indicators, incident trends, and resolution performance.
- Produce operational risk heat maps and trend-based automation recommendations.
- Own and drive Operations Service Reviews across the technology function.
Team Leadership
- Build and lead a high-performing global Service Operations team across time zones (SG, NY, London).
- Mentor functional and local managers in operational rigor, data literacy, and automation-first thinking.
- Champion a culture of standardization and continuous improvement.
What qualifications or skills should you possess in this role?
- 12–15+ years in IT Service Operations, IT Infrastructure, or related operational leadership roles.
- Experience in financial institutions, global MNCs, or enterprise-scale technology organisations.
- Deep hands-on experience with ServiceNow.
- Strong background in hybrid infrastructure environments (on-prem, cloud, containers).
- Exposure to SRE, DevOps, or AIOps transformation programs.
- Strong incident command and major incident management experience.
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:
https://gic.careers/group/technology-group/
