Head of Service Operations

The roleThe Head of IT Service Management is accountable for leading IT service management practices across Group IT and ensuring that internal teams and external vendors consistently operate against agreed ITIL-based frameworks controls and performance role leads the ITIL practice leads and owns the integrated service management improvement agenda ensuring practices are well defined adopted trained measured reported audited and continuously role is responsible for driving end-to-end operational stability incident reduction major incident management change management problem management and root cause analysis knowledge management service request management continual service improvement and Group IT operational role is Singapore based to align with the Group IT Operations leadership hub in STC and SJPS enabling daily senior-level engagement faster operational decisions and stronger coordination across vendors internal IT teams and ITIL practice Accountabilities1. IT Service Management Leadership and GovernanceThe Head of IT Service Management is accountable for the overall effectiveness adoption and maturity of IT service management practices across Group include:Lead the ITIL practice leads and provide clear direction prioritisation coaching and performance the IT service management governance model standards practice roadmap and improvement ITSM practices are aligned to business priorities operational risk audit expectations and Group IT governance forums to review service performance practice adoption risks issues and improvement as the senior escalation point for ITSM practice risks maturity gaps governance failures and cross-team process ITSM practices operate as an integrated service management system rather than isolated processes.2. ITIL Framework Adoption Across Vendors and Internal TeamsEnsure all vendors managed service providers and internal IT teams operate consistently against agreed ITIL-based ways of include:Define the expected ITIL-based standards controls behaviours and process obligations for vendors and internal compliance with major incident incident request problem change knowledge and continual improvement process drift inconsistent adoption poor quality data weak handoffs and unclear ownership across teams and process requirements are embedded into supplier governance service reviews contracts operational reporting and consistency of ITSM execution across regions technology domains service towers and delivery teams and suppliers accountable for service management performance quality and evidence.3. Operational Stability Incident Reduction and Service ImprovementOwn the end-to-end agenda for reducing operational disruption and improving service include:Define and lead the service stability and incident reduction roadmap across Group incident trends major incident themes root cause data change failure data user impact and operational reporting to identify cross-functional improvement actions that reduce recurring incidents repeat failures avoidable escalations and service problem management and root cause analysis outputs convert into measurable improvement and risk with service owners platform owners engineering teams operations teams and vendors to address systemic service progress against stability reduction and improvement objectives to senior IT leadership.4. Group IT Operational Reporting and Performance InsightOwn the operational reporting capability required to give Group IT accurate trusted and actionable service performance include:Define and govern the Group IT operational reporting framework performance measures and reporting operational reporting covers service performance major incidents change performance incident trends request performance problem progress knowledge adoption vendor performance and improvement data quality reporting consistency and narrative insight across operational executive-level reporting that highlights risks trends decisions required and improvement reporting drives better action accountability and service outcomes rather than passive with analytics ServiceNow process owners service owners and supplier teams to improve reporting automation and accuracy.5. Major Incident Management Change Management and Core Practice OversightProvide leadership oversight for critical ITSM practices that directly protect service stability and business include:Oversee major incident management to ensure fast mobilisation clear communication effective coordination and timely service change management to ensure changes are risk assessed controlled communicated and delivered with minimal business problem management and root cause analysis to ensure repeated issues are understood and permanent corrective actions are knowledge management to improve self-service support quality faster resolution and consistent service service request and continual service improvement practices to improve efficiency experience automation and operational each ITIL practice has clear ownership standards measures governance training and maturity plans.6. Training Adoption and Capability DevelopmentEnsure teams and suppliers understand how to operate effectively within the Group IT service management include:Own the ITSM training and adoption strategy for internal teams vendors and operational clear training content process guidance role expectations quick reference material and onboarding assets are available and adoption campaigns for key practices controls tools and behavioural training is practical role-based and focused on improving service outcomes rather than process theory training completion adoption effectiveness process compliance and behavioural service management capability across IT through coaching communities of practice governance forums and targeted interventions. 7. Risk Audit Compliance and Continual ImprovementEnsure IT service management practices are auditable controlled risk-aware and continuously include:Maintain visibility of ITSM risks control gaps audit findings and process maturity appropriate process evidence controls and governance records are available for audit and compliance remediation of audit findings control weaknesses and recurring process a continual improvement roadmap across ITSM practices and operational automation simplification standardisation and proactive risk reduction across service clear recommendations to senior leadership on where investment decision making or enforcement is ResponsibilitiesThe Head of IT Service Management will:Operate from Singapore to mirror other Group IT Operations Heads of roles and maintain daily alignment with senior Group IT stakeholders based in STC and the ITIL practice leads and set the direction for IT service management across Group the ITSM governance model practice standards maturity roadmap training strategy and improvement vendors and internal IT teams deliver against agreed ITIL-based frameworks and operational Group IT operational reporting performance insight service health reporting and executive operational the end-to-end stability and incident reduction agenda across Group oversight of major incident management change management problem and root cause analysis knowledge management service request and continual improvement and manage ITSM training content adoption material role expectations and process improvements in service performance operational quality audit readiness vendor accountability and employee operational data to identify service risks recurring issues process gaps and improvement or contribute to ITSM governance forums service reviews operational performance reviews and senior leadership with service owners platform owners suppliers cybersecurity enterprise architecture infrastructure applications workplace services and business stakeholders. Key DeliverablesIT Service Management Strategy and Governance Practice Maturity IT Operational Reporting Stability and Incident Reduction Incident Management Performance Management Performance and Risk and RCA Improvement Management Adoption and Quality Request and Experience Improvement ITSM Compliance and Performance Training and Adoption Risk and Control Service Improvement Evidence and Compliance ExperienceThe successful candidate should have 10years global enterprise accountability in:Leading IT service management service operations or operational governance functions within a large or complex or leading ITIL practice owners across incident major incident change problem request knowledge and continual improvement ITIL framework adoption across internal IT teams vendors service towers and managed service operational reporting executive service performance reporting and service improvement service stability incident reduction major incident improvement change quality and root cause management supplier performance and holding vendors accountable to service management standards and evidence training content process guidance adoption material and maturity improvement with senior stakeholders across IT business functions suppliers audit risk and compliance operational data to identify trends risks process deficiencies and service improvement in ITIL-based service management environments with strong governance audit and risk requirements. Required Skills and CapabilitiesStrong ITIL and IT service management leadership people leadership coaching and performance management vendor governance and supplier performance management operational reporting analytical and executive insight to influence senior stakeholders and challenge poor process adoption or weak operational understanding of major incident incident change problem request knowledge and continual improvement governance risk audit and control communication facilitation and stakeholder management to translate process and operational data into clear priorities and business to operate across strategy governance delivery and operational improvement mindset with a clear focus on stability reduction customer experience and business credible and structured leadership style during high-pressure operational QualificationsITIL Foundation and ITIL Managing Professional Strategic Leader or equivalent advanced ITSM Six Sigma or continual improvement experience or equivalent ITSM platform programme or Agile delivery qualification such as PRINCE2 PMP Agile or with SIAM supplier governance managed service models or multi-vendor operating operating in a global enterprise StakeholdersCIO and IT Leadership Director IT Service Management and Practice Service Management and Operations Owners and Platform IT Resolver Groups and Operational Service Providers and Strategic Desk and End User Support Cloud Network Application and Workplace Technology and Risk and Vendor Management and Compliance Stakeholders and Employee Experience Teams. Measures of SuccessSuccess in this role will be measured by:Faster operational decision making and stronger leadership alignment through Singapore-based daily engagement with STC and SJPS Group IT ITSM practice maturity across Group vendor and internal team adoption of agreed ITIL-based in major incidents repeat incidents failed changes and recurring operational service stability and reduced business quality credibility and actionability of Group IT operational major incident management performance communication and recovery change success rates and reduced change-related problem and RCA effectiveness with corrective actions delivered to knowledge adoption training completion and process vendor governance audit risk and compliance continual service improvement benefits and measurable operational stakeholder feedback from IT leadership operational teams vendors and business partners.

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