HEAD OF SERVICE MANAGEMENT AT TATUM BANK | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

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

Job Description:

We are seeking a visionary and strategic Head of Service Management to lead the design, delivery, and governance of our service ecosystem. This is a high-impact leadership role responsible for ensuring that all IT and business services are resilient, compliant with stringent financial regulations, and perfectly aligned with customer expectations. You will serve as the strategic bridge between technical delivery teams and business stakeholders, translating operational performance into tangible business value.

The ideal candidate is a seasoned ITSM professional with a deep background in the banking sector and a proven track record of managing complex service architectures.

Requirements:

Process Governance & Excellence

• Standardization: Establish and oversee standardized ITIL-based processes, including Incident, Problem, Change, Request, and Knowledge Management, to ensure consistency across the organization.

• Service Lifecycle: Own the end-to-end service lifecycle, ensuring that new services are designed with scalability and compliance in mind.

Performance & Service Quality

• Metrics & SLAs: Establish, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to guarantee maximum system uptime and service quality.

• Transparency: Provide regular, data-driven service performance visibility to senior leadership and business unit heads.

Resilience & Continuity

• BCP/DR Coordination: Partner with Risk and Security teams to develop and maintain robust Disaster Recovery (DR) and Business Continuity Planning (BCP) frameworks in line with Central Bank regulations.

• Regulatory Compliance: Ensure all service management activities adhere to financial sector guidelines and data protection laws.

Strategic Vendor & Stakeholder Management

• Partner Oversight: Manage third-party service providers and outsourcing partners, ensuring they meet strict contractual obligations, performance targets, and security standards.

• Business Liaison: Act as the primary interface between technical teams and business units, managing expectations and fostering a culture of transparency.

Continual Service Improvement (CSI)

• Data-Driven Growth: Drive a culture of constant optimization using Root Cause Analysis (RCA) to eliminate recurring issues.

• Efficiency: Identify opportunities for automation and process refinement to enhance operational efficiency and reduce service costs.

Qualifications and Skills:

Education & Experience

• Degree: Bachelor’s degree in IT, Computer Science, Engineering, or a related field.

• Seniority: 7–10 years of experience in IT Service Management (ITSM), with a strong preference for candidates from the banking or financial services industry.

• Leadership: Proven experience managing multidisciplinary teams and navigating senior stakeholder relationships.

Technical Certifications & Knowledge

• Mandatory: Relevant certifications such as ITIL (Expert/Master level), COBIT, or PMP.

• Preferred Advantage: ISO certifications (e.g., ISO 20000 or ISO 27001) and membership in professional bodies like ISACA, PMI, or BCS.

• Framework Expertise: Deep expertise in SLA/KPI management, service performance oversight, and vendor risk management.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: recruitment@tatumbank.com using "Application - Head of Service Management" as the subject of the email.