VP, ITSM Delivery Lead - Future Ready Technology

About the role

DBS is looking for a VP, ITSM Delivery Lead within its Future Ready Technology team to lead the end-to-end delivery and technical transformation of its enterprise IT Service Management platform. The role brings 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, keeping solutions scalable, maintainable, resilient and aligned with enterprise architecture standards.
• Drive simplification, automation and AI adoption to reduce manual activity and improve 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, resolving issues that could affect implementation.
• Partner with Technology Risk, Cybersecurity and governance teams so controls, traceability and regulatory requirements are embedded in solutions.
• Lead engineers and delivery teams, set technical standards and best practices, and develop internal capabilities.
• Manage technology vendors and implementation partners, ensuring quality delivery, knowledge transfer and reduced long-term dependency.
• Use operational and delivery metrics to drive continuous improvement in reliability, automation, service quality and delivery effectiveness.

Required profile

• Strong experience in enterprise ITSM platforms such as ServiceNow, BMC Helix or equivalent.
• Good understanding of ITIL practices, especially Incident, Problem, Change, Request, Knowledge and Configuration Management.
• Proven experience leading large-scale technology delivery or ITSM transformation.
• Experience in complex, highly regulated enterprise environments.
• Strong stakeholder management across business, technology, operations, risk and vendors.
• Ability to turn strategic objectives into practical technology solutions and measurable outcomes.
• Advantageous: experience with AI/GenAI, intelligent automation or agentic workflows; ITIL, Agile, PMP, ServiceNow or equivalent certifications.

Required skills

• APIs, integrations, CI/CD, DevOps, cloud, automation and observability
• Enterprise architecture