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Head of Service Operations job at Dyson, Singapore | WorkJio
Full-time Tech & engineering · Posted 26 Aug
Head of Service Operations D Dyson From company site
Salary
Not stated by the company
Start Not stated
Work mode On-site
Experience Experienced About the role A senior leadership role accountable for IT service management practices across Group IT, based at the Singapore Technology Centre. You will lead ITIL practice leads and own the integrated service management improvement agenda, working closely with internal teams and external vendors. It suits an experienced ITSM leader comfortable with governance, vendor accountability and senior stakeholder engagement.
What you'll do Lead the ITIL practice leads with direction, prioritisation, coaching and performance expectations Own the ITSM governance model, standards, practice roadmap and improvement agenda Align ITSM practices with business priorities, operational risk, audit expectations and Group IT strategy Establish governance forums to review service performance, adoption, risks, issues and improvement progress Know someone for this? Share it
Act as senior escalation point for ITSM risks, maturity gaps, governance failures and cross-team process issues
Define expected ITIL-based standards, controls, behaviours and process obligations for vendors and internal teams
Govern compliance with major incident, incident, request, problem, change, knowledge and continual improvement practices
Embed process requirements into supplier governance, service reviews, contracts, operational reporting and onboarding
Define and lead the service stability and incident reduction roadmap across Group IT
Use incident trends, root cause data, change failure data and operational reporting to set priorities
Drive cross-functional actions that reduce recurring incidents, repeat failures and avoidable escalations
Ensure problem management and root cause analysis outputs convert into measurable improvement
Define and govern the Group IT operational reporting framework, measures and reporting calendar
Improve data quality, reporting consistency and narrative insight across operational reports
Provide executive-level reporting on risks, trends, decisions required and improvement priorities
Oversee major incident management, change management, problem management, knowledge management and service request practices
Own the ITSM training and adoption strategy for internal teams, vendors and operational stakeholders
Ensure training content, process guidance, role expectations and onboarding assets are maintained
Measure training completion, adoption effectiveness, process compliance and behavioural improvement
Ensure ITSM practices are auditable, controlled, risk-aware and continually improved Good to know Singapore based, aligned with the Group IT Operations leadership hub in STC and SJPS Requirements Experience leading ITIL practice leads or ITSM teams Strong knowledge of ITIL-based frameworks, controls and performance expectations Experience governing vendors and managed service providers against agreed standards Track record in incident reduction, operational stability and continual service improvement Experience owning operational reporting and performance insight for senior IT leadership Ability to act as senior escalation point for governance and process issues Apply on the company website
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