Enterprise Service Manager at Wema Bank Plc

Job Summary

The Enterprise Service Manager is responsible for overseeing the delivery, management, and continuous improvement of IT services across Wema Bank. The role ensures that all IT services are delivered in alignment with agreed SLAs, business expectations, and ITIL best practices. The Enterprise Service Manager acts as the primary custodian of the bank's IT service catalog and drives operational excellence across the IT function.

JOB RESPONSIBILITIES

• Own and manage the end-to-end IT service delivery lifecycle, ensuring services meet agreed SLAs and quality standards.
• Maintain and continuously improve the bank's IT service catalog, ensuring it reflects current service offerings and business needs.
• Act as the primary escalation point for major incidents and service disruptions, coordinating resolution and communication to stakeholders.
• Drive the implementation and adoption of ITIL processes including incident, problem, change, and request management.
• Establish and track IT service performance metrics, KPIs, and OLAs, and report regularly to senior IT management and business leaders.
• Manage relationships with internal IT teams, business units, and external service providers to ensure seamless service delivery.
• Lead service review meetings with business stakeholders and vendors to assess performance and identify improvement opportunities.
• Oversee the configuration management database (CMDB) to ensure accuracy and currency of IT asset and service records.
• Identify and implement service improvement initiatives (SIPs) to enhance reliability, efficiency, and user satisfaction.
• Coordinate IT change management processes to ensure changes are assessed, approved, and implemented with minimal service disruption.
• Ensure the IT service desk operates effectively, providing first-class support experiences to internal and external customers.
• Develop and maintain IT service management policies, procedures, and playbooks.

QUALIFICATION

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree is an added advantage.
• Specialized Knowledge    Deep knowledge of ITIL service management framework and practices. Experience managing enterprise-level IT service operations in a complex, multi-team environment. Familiarity with ITSM tools such as ServiceNow, Remedy, or Freshservice.
• Skills    Excellent leadership, service management, and communication skills. Strong ability to manage stakeholder relationships across all levels of the organization. Analytical mindset with proficiency in service reporting and dashboard tools. Ability to manage incidents, problems, and changes under pressure.
• Professional Certification    ITIL 4 Managing Professional or Strategic Leader certification is required. Additional certifications in service management or project management are an advantage.
• Experience    Minimum of 7–10 years of experience in IT service management, with at least 3 years in a managerial or enterprise-level role. Banking or financial services experience is strongly preferred.