AVP, Head of ITSM & EUC

Job Title: Head of SMO (ITSM) and EUC

Location: Singapore

Job Description

Role Mission

Lead and shape StarHub’s digital workplace and IT service management strategy, driving an integrated EUC and ITSM ecosystem that delivers exceptional employee experience, operational excellence, and scalable service delivery.

Accountabilities

Strategic Leadership

•            Define and own the enterprise-wide EUC & ITSM strategy and multi-year roadmap

•            Act as Head of ITSM, establishing governance, standards, and operating model across BTS/IS

•            Drive service transformation toward a product-centric, experience-led IT organisation

 EUC Leadership

•            Own enterprise EUC platforms (Google Workspace, devices, collaboration tools)

•            Drive modern digital workplace initiatives and adoption at scale

•            Ensure endpoint security, compliance, and resilience

ITSM Leadership

•            Own end-to-end ITSM framework (Incident, Problem, Change, Request, CMDB, Service Transition)

•            Establish service governance, operating model, and performance management

•            Drive ITIL maturity and automation across IT services

Operational & Financial Ownership

•            Accountable for service performance, SLAs, and vendor ecosystem

•            Own budgeting, cost optimisation, and value realisation for EUC & ITSM

•            Lead large-scale managed services and strategic vendors

Responsibilities

1. Strategy & Transformation

•            Define and execute integrated EUC + ITSM transformation roadmap

•            Drive shift from technology operations → experience-led service delivery

•            Champion automation, AI Ops, self-service, and digital workplace innovation

•            Align with enterprise architecture, security, and business priorities

2. ITSM (Head of Function Scope)

•            Establish enterprise ITSM governance model across BTS

•            Define and standardise:

•            Incident / Problem / Change / Request / Knowledge processes

•            Own ServiceNow (or equivalent) strategy and optimisation

•            Drive:

•            Service integration (SIAM if applicable)

•            Cross-tower service orchestration

•            Build service performance dashboards (SLAs, XLAs, experience metrics)

3. EUC & Digital Workplace

•            Lead EUC modernisation (GWS, endpoints, collaboration tools)

•            Device lifecycle strategy

•            Digital employee experience (DEX)

•            Hybrid workplace enablement

•            Ensure integration with: IAM, Security, Slack, JAMF, Intune, etc.  

4. Service Experience & Operations

•            Move from SLA-driven → experience-driven (XLA) service model

•            Employee onboarding

•            Service responsiveness

•            Workplace productivity

•            Reduce incidents and improve service quality at scale

 5. Vendor & Ecosystem Management

•            Own strategic vendor relationships (EUC + ITSM managed services)

•            Define vendor operating model and governance cadence

•            SLA compliance

•            Cost optimisation

•            Outcome-based performance

6. Stakeholder & Business Leadership

Partner with:

•            HR (employee experience)

•            Finance (budget & value)

•            Security (compliance)

•            Business units (productivity needs)

•            Act as single point of accountability for IT service experience

7. Organisation & Capability Building

•            Build and lead high-performing EUC & ITSM teams

•            Define future capabilities:

•            Automation / AI Ops

•            Service design

•            Experience management

•            Develop leadership bench for service management function

Areas of Impact

•            Enterprise-wide digital employee experience

•            IT service reliability, resilience, and scalability

•            ITSM maturity and operating model transformation

•            Cost efficiency and vendor value realisation

•            Cross-functional alignment across BTS, HR, Security, and Business

Ideal Track Record

•            15+ years in EUC, ITSM, or IT Operations leadership

•            Proven experience as:

•            Head of ITSM / Service Management

•            Digital workplace transformation leader

Strong:

•            ITIL / ITSM frameworks

•            ServiceNow or equivalent platforms

•            Experience managing:

•            Large-scale vendors and managed services

•            Track record in Driving enterprise-wide transformation and stakeholder alignment