Head of Service Management

About the role

The Head of Service Management leads the country’s Technology Operations, ensuring all locally hosted services run smoothly, securely, and in line with ITIL best practices. This senior position acts as the primary contact for technology issues, coordinating with internal teams, suppliers, and central support to minimise business impact.

Key responsibilities

• Own end‑to‑end technology operations, guaranteeing availability, performance, and maintenance of all services.
• Develop and maintain service management controls, monitoring, and escalation frameworks.
• Drive service improvement initiatives to resolve recurring availability issues.
• Produce regular service reports (weekly dashboards, monthly reports) for stakeholders and committees.
• Manage Service Level Agreements (SLAs) and ensure compliance with technology and cyber‑security standards.
• Oversee vendor contracts and performance through regular service level reviews.
• Coordinate technology change delivery across business units and central services.
• Engage with regulators on banking‑related technology projects.
• Define and negotiate service offerings and SLAs with internal customers.

Required profile

• Extensive experience in technology operations and service management.
• Proven ability to coordinate multi‑disciplinary teams and external suppliers.
• Strong understanding of regulatory requirements in the banking sector.
• Excellent stakeholder management and communication skills.

Required skills

• ITIL framework
• Service management and SLA governance
• Vendor and supplier management
• Technology operations monitoring
• Cyber‑security standards compliance

What we offer

• Strategic leadership role within a dynamic technology environment.
• Opportunity to shape service delivery across the country.
• Collaboration with senior business and regulatory stakeholders.