VP, ITSM Delivery Lead, Future Ready Technology, Group Technology

To lead the end-to-end delivery and technical transformation of our enterprise IT Service Management platform.  The role will bring together delivery, technology, process and engineering , working across ITSM process owners, application teams, infrastructure, risk, operations and vendors to deliver scalable, resilient and increasingly automated ITSM capabilities.

Key Responsibilities

- Lead end-to-end delivery of ITSM capabilities from requirements, solution design and development through testing, implementation and production readiness.

- Provide technical leadership across Incident, Problem, Change, Service Request, Knowledge, CMDB and Configuration Management capabilities.

- Define and drive the ITSM technology roadmap , ensuring solutions are scalable, maintainable, resilient and aligned with enterprise architecture standards.

- Drive simplification, automation and AI adoption , reducing manual activities and improving service-management productivity and user experience.

- Oversee ITSM integrations with CI/CD, observability, asset management, knowledge platforms and other enterprise systems .

- Ensure strong engineering and release discipline , including code quality, security, testing, CI/CD controls, change management and production readiness.

- Manage delivery scope, milestones, risks, dependencies and cross-team coordination , proactively resolving issues that could impact implementation.

- Partner with Technology Risk, Cybersecurity and governance teams to ensure appropriate controls, traceability and regulatory requirements are embedded into solutions.

- Provide leadership to engineers and delivery teams, establishing technical standards and engineering best practices while developing internal capabilities.

- Manage technology vendors and implementation partners, ensuring quality delivery, effective knowledge transfer and reduced long-term dependency.

- Use operational and delivery metrics to drive continuous improvement in reliability, automation, service quality and delivery effectiveness .

What We're Looking For

- Strong experience in enterprise ITSM platforms , such as ServiceNow, BMC Helix or equivalent.

- Good understanding of ITIL practices , particularly Incident, Problem, Change, Request, Knowledge and Configuration Management.

- Proven experience leading large-scale technology delivery or ITSM transformation .

- Strong technical understanding of APIs, integrations, CI/CD, DevOps, cloud, automation, observability and enterprise architecture .

- Experience working in complex, highly regulated enterprise environments.

- Strong stakeholder management skills with the ability to work across business, technology, operations, risk and vendors .

- Ability to translate strategic objectives into practical technology solutions and measurable outcomes .

- Experience with AI/GenAI, intelligent automation or agentic workflows would be an advantage.

- ITIL, Agile, PMP, ServiceNow or equivalent certifications would be advantageous.

Location:
DBS Asia Hub
Job:
Technology
Schedule:
Regular
Employee Status:
Full time