Head of Service Management

Tatum Bank is a forward-thinking, customer-centric financial institution dedicated to offering innovative banking solutions. Tatum Bank provides a full range of financial services and is focused on empowering customers with seamless, accessible banking experiences that foster financial growth and security.

We are recruiting to fill the position below:

Job Title: Head of Service Management

Location: Lagos

Job 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.
• 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.
• 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.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, Engineering, or related field
• Relevant certifications (ITIL, COBIT, PMP); ISO certification is an advantage
• 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.
• 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

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using "Application - Head of Service Management" as the subject of the email.