Head, Service Management at Tatum Bank

Role Summary:

• The Head of Service Management is a critical leadership role responsible for the design, delivery, and continuous improvement of IT and all other business service processes. This role ensures that internal and external services are resilient, compliant with financial regulations, and aligned with customer expectations. The candidate will bridge the gap between technical delivery on all measurement areas and business value.
• Core Responsibilities
• 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.

Qualifications & Experience:

• 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