SVP, Head of Service Management, Technology Group

Technology Group
The Technology Group (TG) is a key enabler to keep our business moving forward and is constantly exploiting state-of-the-art information technologies to enhance GIC's ability to be the leading global long-term investment firm. We aim to provide users with empowering and transformational capabilities, and the create an inclusive, innovative and integrated work environment.

We are looking for a Division Head, Service Management reporting directly to the Director Technology where you will lead the transformation of our Service Management function to support our business and our people now and for the future.

In this exciting and business critical role, you will lead Service Integration and Management processes and policies ensuring every employee at GIC receives the right level of support and service from Tech Group and our service providers. You will also be responsible for managing our Service Providers performance against contracted and agreed service levels.

Responsibilities
In this critical role, you will work in partnership with our service delivery partners, our Tech functions and your Service Management team to transform our customer experience model ensuring a first-class end user experience for our colleagues.

• Lead the transformation of our Service Management division including the design, development, and implementation of our future TG Service Management Target Operating Model
• Handle end-to-end Service Integration and Management strategy and operations prioritising user experience and satisfaction
• Oversee daily operations focused on delivering high quality, proactive support and service across our global offices. This includes 24x7 operations for critical services
• Lead all aspects of our Service Operations Processes including incident, Problem, Change, Event, Configuration, Knowledge Request Fulfilment and Service Catalogue.
• Establish and lead proactive initiatives to develop and improve the quality of IT services
• Lead our Service Integration and Management providers / vendors to ensure they are meeting contracted SLA's and key performance indicators
• Own all processes relating to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of our service desk and service portal functions
• Organize and lead the team to ensure the division is impactful and that resources are allocated effectively
• Accountable for monitoring quality assurance for all Support requests; analyzing and providing data and reporting of important metrics and trends to the Tech Group Management team on a regular cadence and as needed
• Scan the market for new technologies that can be used to assist, improve, and automate service management activities
• Provide domain expertise and leadership in service management processes and platforms
• Establish and maintain strong, productive, and collaborative relationships with service providers to ensure the required level of service
• Chair relevant forums as required (e.g., Governance meetings) and ensure timely and targeted Performance Reporting to stakeholders
• Demonstrate sufficient consideration of customer needs and customer experience targets as driven by business requirements
• Ensure Disaster Recovery plans and Business Continuity plans are up to date

Requirements

• Degree or higher in related field
• Experienced in running a global team using Service Integration and Management methodologies with a solid management track-record, delivery focused, ensuring quality user experience while meeting SLA's
• Ability to define and implement the operational processes and KPIs and ensure they are met
• Good knowledge of ITSM tools, Service Integration and Management tools and processes as well as up to date knowledge of current infrastructure support trends, tools and methods
• Experienced with handling partners, outsourcing and operations with many service endpoints
• Ability in supporting critically important systems with a deep understanding of state-of-the-art cybersecurity protection
• Demonstrated experience of IT Service Management leading managing a global team
• Experience in developing and managing budgets
• Advanced ITIL certification preferred