Head Of Service Management

Stack

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Description

, ISACA, PMI, BCS) is an added advantage 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.

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