Head Of Service Management

Bachelor’s degree in IT, Computer Science, Engineering, or related field

Relevant certifications (ITIL, COBIT, PMP); ISO certification is an advantage

7–10 years’ experience in IT Service Management, preferably in banking/financial services

Strong expertise in ITIL processes, SLA/KPI management, and service performance oversight

Solid understanding of regulatory compliance, risk, and vendor management

Demonstrated leadership experience managing teams and senior stakeholders

Membership of relevant professional bodies (e.g., ISACA, PMI, BCS) is an added advantage

Process Governance: Standardize and oversee ITIL-based processes, including Incident, Problem, Change, Request, and Knowledge Management.

Performance Measurement: Establish and monitor Key Performance Indicators and Service Level Agreements (SLAs) to ensure system uptime and service quality in all departments.

Service Continuity: Partner with Risk and Security teams to ensure robust Disaster Recovery (DR) and Business Continuity Planning (BCP) in line with banking regulations.

Vendor Management: Oversee third-party service providers and outsourcing partners to ensure they meet contractual obligations and security standards.

Continual Service Improvement (CSI): Drive a culture of data-driven improvement, using root cause analysis (RCA) to eliminate recurring issues and enhance operational efficiency.

Stakeholder Management: Act as the primary liaison between IT and business units to ensure service transparency.