Head of Service Management

About the role

The Head of Service Management will lead the country’s Technology Operations, ensuring that all technology services are delivered in line with agreed service level agreements. This senior role acts as the primary point of contact for technology issues, coordinating with internal teams, suppliers, and central support functions to minimise business impact.

Key responsibilities

• Own end‑to‑end technology operations, covering day‑to‑day system use, performance, maintenance, enhancements and change projects.
• Manage the local service desk and ensure compliance with ITIL service management framework.
• Develop and maintain service escalation frameworks, service improvement plans and reporting dashboards.
• Oversee supplier and third‑party vendor relationships, ensuring contracts support high‑quality service delivery.
• Monitor service availability, conduct upgrades, and enforce cybersecurity and technology standards.

Required profile

• Proven experience in leading technology service management functions.
• Strong understanding of ITIL processes and service level agreement governance.
• Ability to coordinate across multiple stakeholders and drive issue resolution.

Required skills

• ITIL
• Service Management
• Service Desk operations
• Monitoring and performance management
• Upgrades and maintenance
• Supplier Management
• Cybersecurity standards
• SLA management
• Reporting and dashboard creation
• Service Improvement initiatives
• Service Provider Management

What we offer

• Opportunity to shape technology services for a leading African bank.
• Access to career development resources and a supportive learning environment.
• Competitive remuneration and benefits package.