SVP, Operational Service Delivery & Command Centre Operations, Technology Group
Singapore, SG
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.
What impact can you make in this role?
The Senior Vice President, Operational Service Delivery will lead global service delivery coordination across the Global Infrastructure Command Centre. The role is responsible for ensuring seamless operational execution across internal infrastructure teams, managed service providers (MSPs), and technology product teams.
This leader will act as the operational integrator across the infrastructure estate—ensuring reliable service delivery, disciplined operational governance, and predictable execution of operational change initiatives across data centres, networks, cloud platforms, end-user services, and cybersecurity product operations.
Operating within a highly regulated institutional environment, the role will ensure that operational delivery aligns with enterprise risk standards, service level commitments, and strategic transformation initiatives.
The position requires a leader capable of coordinating complex global delivery models, driving accountability across internal and vendor teams, and scaling operational maturity across multiple technology domains.
What will you do as SVP, Operational Service Delivery & Command Center Operations
Global Operational Service Delivery
- Lead operational service delivery governance across the global infrastructure estate, ensuring consistent execution and service reliability across:
- Data centre and compute infrastructure
- Storage and backup platforms
- Databases, Data Platforms and Application Platforms
- Enterprise networks and connectivity
- Cloud infrastructure platforms
- End-user technology and collaboration services
- Cybersecurity product operations
- Establish structured operational coordination between internal engineering teams, command centre operations, and managed service providers to ensure seamless service delivery.
- Drive accountability for operational performance against service level agreements, operational metrics, and service reliability targets.
Command Centre Operational Coordination
- Act as the primary operational delivery lead within the Global Command Centre.
- Ensure the command centre functions as the central hub for:
- Cross-platform operational coordination
- Incident and operational response management
- Service restoration and recovery oversight
- Operational readiness and production stability
- Work closely with Major Incident Management and Site Reliability Engineering functions to ensure rapid issue triage, escalation management, and root cause remediation.
Managed Service Provider Governance
- Provide senior operational oversight for global MSP relationships supporting infrastructure operations.
- Key responsibilities include:
- Partner with internal stakeholders ( TG, VG, finance and risk teams) to align MSP performance and delivery outcomes with organizational objectives.
- Lead day to day governance of MSP adherence to contractual service levels, operational performance targets and compliance obligations.
- Monitor service credits, contractual obligations and change requests to ensure accountability and cost efficiency in managed service arrangements.
- Serve as the key escalation point for operational issues, ensuring proactive communication, resolution ownership and adherence to escalation protocols.
- Driving continuous improvement initiatives with MSP to enhance service quality, automation and operational resilience.
- Partner with Service Management and Vendor Governance functions to improve operational outcomes and optimise vendor performance.
Operational Programme and Change Execution
- Oversee the execution of operational transformation initiatives impacting infrastructure operations.
- This includes:
- Operational readiness for new infrastructure capabilities
- Production rollout coordination
- Operational change governance
- Transition of new platforms into steady-state operations
- Ensure new capabilities are operationally integrated into the command centre with clear support models, runbooks, monitoring coverage, and escalation pathways.
Operational Risk and Control Environment
- Ensure infrastructure operations adhere to enterprise risk, compliance, and resilience standards.
- Responsibilities include:
- Establishing strong operational controls across service delivery processes
- Ensuring operational resilience and recovery preparedness
- Partnering with cyber and risk teams on operational risk mitigation
- Maintaining operational audit readiness
- Promote disciplined operational processes aligned with enterprise IT service management frameworks.
Service Performance & Operational Analytics
- Drive transparency and accountability through robust operational metrics and reporting.
- Develop and maintain executive-level reporting across:
- Service availability and reliability
- Incident trends and root cause patterns
- MSP performance metrics
- Operational efficiency indicators
- Partner with data and analytics teams to develop dashboards that provide actionable insights into operational performance across the infrastructure estate.
Cross-Functional Leadership
- Collaborate closely with:
- Infrastructure engineering leaders
- Cybersecurity product teams
- Service management and major incident management teams
- Site reliability engineering
- Vendor governance functions
- Enterprise architecture and transformation teams
- Application Development and Application Support Teams
- Act as a senior operational leader capable of aligning multiple teams to deliver reliable and resilient technology services globally.
What qualifications or skills should you possess in this role?
- 15+ years of experience in global technology infrastructure operations or service delivery leadership
- Proven leadership in large-scale infrastructure environments spanning multiple technology domains
- Experience managing operational delivery across managed service provider models
- Deep understanding of enterprise infrastructure operations including data centre, networks, cloud, and end-user services
- Experience operating within highly regulated financial institutions or comparable environments
- Leadership experience within a global command centre or network operations centre environment
- Experience implementing operational maturity frameworks such as ITIL or SRE-aligned operational models
- Exposure to large-scale infrastructure transformation initiatives
- Strong background in vendor governance and operational performance management
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/