Head of Service Management
Core
Country Technology Operations leadership ensuring availability of technology services, managing local service desks, hosted services, and supplier relationships within a banking context.
Role type
Senior IC Head of Service Management (IT Operations)
Builds
Technology services, service management processes, and operational stability for a country bank
Domain
Banking / Financial Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL framework expertise, service delivery management, supplier/vendor management, risk and governance, people management, budgeting and financial planning, stakeholder management, disaster recovery planning
Preferred skills
Cloud application management (AWS), Agile methodologies, technology risk management, financial services sector experience
Technologies
ITIL, AWS, CMDB, Disaster Recovery systems
Responsibilities
Manage local service desk and ensure SLA compliance; oversee locally hosted services including monitoring, upgrades, and maintenance; coordinate with suppliers and internal stakeholders for issue resolution; develop and maintain service escalation frameworks; manage service provider performance; plan technology resource requirements and budgets; coach and recruit team members; ensure IT disaster recovery compliance; engage with regulators on banking services
Seniority
Senior, hands-on IC with people management
