Global Head, IT Service Management

About the role

At International SOS, we partner with our clients to safeguard their global workforce from health and security risks, while delivering specialized medical services tailored to their needs. Headquartered in Singapore, we are a fast-growing, dynamic organization with a strong entrepreneurial spirit and a deep sense of mission and purpose—dedicated to saving lives and protecting people every day.

This strategic leadership role is critical to ensuring our IT Service Management (ITSM) capabilities effectively support and enhance the delivery of essential business services to our global client base. We are seeking a visionary leader who can elevate our ITSM maturity, champion continuous improvement, and drive the evolution of our ITSM platform with a strong focus on operational excellence, automation and innovation, including Artificial Intelligence. International SOS recently changed the IT service partner for Service Desk and Infrastructure Service Management. Transformational changes related to automation, AI-OPS and other structural improvements are still ongoing. This is your chance to build and influence how we run our IT service in the near future.

The successful candidate will lead the development, implementation, and ongoing refinement of our ITSM strategy and processes. They will work closely with IT and business stakeholders worldwide to foster alignment and secure practical support for standardized practices. Key responsibilities include driving core ITSM functions such as problem management, change management, capacity planning, vendor management, and process optimization—all aimed at improving platform stability and service availability year over year.

A deep understanding of ITIL (Information Technology Infrastructure Library) is essential, along with demonstrated expertise in vendor management, industry best practices, and managing a globally outsourced service desk. The ideal candidate will bring a proven track record of delivering continuous service improvements in complex, multinational environments.

Key responsibilities

• Define and lead the vision, architecture, and execution of IT Service Management (ITSM) across the organization, with a strong focus on operational excellence.
• Develop and implement ITSM strategies and frameworks to enhance service delivery, drive efficiency, ensure regulatory compliance, and advance organizational maturity.
• Collaborate with global IT and business stakeholders to align ITSM processes with broader IT and business objectives, ensuring seamless integration across service lines.
• Lead and manage a high-performing ITSM team, providing mentorship, guidance, and performance management to foster excellence in service delivery.
• Drive continuous improvement across core ITSM functions including incident, problem, change, capacity, service transition, and vendor management to improve platform stability and availability year over year.
• Manage the outsourced Service Desk, ensuring quality, performance, and SLA adherence; review monthly metrics and performance reports.
• Oversee daily execution of ITSM processes, ensuring compliance, accurate reporting, and effective resolution of issues.
• Ensure timely and effective incident resolution, including root cause analysis to prevent recurrence.
• Manage the problem management lifecycle, promoting knowledge sharing and proactive issue resolution.
• Govern the change management process to ensure changes are assessed, approved, and implemented with minimal disruption.
• Lead release management to ensure new or updated services are thoroughly tested and deployed with minimal risk.
• Oversee capacity management to ensure services operate smoothly and are scalable without unexpected disruptions.
• Monitor service level performance, ensuring SLAs are met and identifying opportunities for service improvement.
• Champion operational excellence through proactive monitoring, adaptive maintenance, and corrective actions to ensure optimal network performance.
• Guide and monitor outsourcing partners to ensure SLA compliance, providing regular performance reports and qualitative assessments.
• Chair the Change Advisory Board (CAB) for all changes within the IT landscape. · Own and maintain the Configuration Management Database (CMDB), ensuring its completeness and integrity.
• Oversee the ServiceNow platform, ensuring effective implementation of ITIL processes and accurate service catalog management.
• Engage with business units, development teams, and infrastructure teams to ensure service performance meets or exceeds expectations.
• Provide regular reporting to IT leadership and business stakeholders, including weekly updates and monthly management reviews.
• Lead monthly service reviews with IT partners and accountable service managers to assess performance and drive improvements.
• Coordinate IT audits for shared service teams in collaboration with Compliance and Security functions.
• Monitor supplier contract renewals and vendor risk assessments, ensuring appropriate teams are engaged in execution and compliance.

About you

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline.
• ITIL certification (Foundation level or above) is required.
• Minimum of 5 years of leadership experience in IT Service Management, with a proven ability to drive continuous service improvement.
• Experience managing third-party outsourced Service Provider and Service Desk is a requirement.
• Knowledge, vision and experience on automation and implementation of AI-OPS is highly desirable.
• Exposure to regional or global organizations, with a solid understanding of matrix structures and cross-functional collaboration; global experience is a strong advantage.
• Demonstrated expertise in managing core ITSM processes including incident, problem, change, release, capacity, service onboarding, and service level management.
• Deep knowledge of ITIL frameworks and best practices.
• Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical stakeholders.
• Strong leadership capabilities, with a track record of motivating and managing high-performing IT teams.
• Excellent analytical and problem-solving skills, with the ability to resolve complex technical and operational issues.
• Management and hands-on experience with ITSM platforms such as ServiceNow.
• Familiarity with IT governance and compliance frameworks such as ISO 27001, PCI-DSS and related standards is a plus.
• Creative thinker with a proactive, can-do attitude.
• Willingness to travel occasionally (approximately 10–15%).