Head of Service Management - Ecobank Transnational Incorporated

The Head of Service Management Unit of the IT Department is responsible for leading the strategic planning, delivery, and continuous improvement of IT services across Ecobank Ghana Plc. This role ensures that all technology services—spanning infrastructure, applications, and support—are delivered reliably, securely, and in alignment with business objectives and regulatory requirements.

This involves providing strategic direction in the management of the service desk, service quality and adoption of best practices in the IT department.

The incumbent will oversee service operations, incident and problem management, performance monitoring, and vendor coordination, while driving service excellence through robust governance frameworks and customer-centric practices. By fostering a culture of accountability, innovation, and operational resilience, the role plays a critical part in enhancing user experience, minimizing service disruptions, and supporting the bank’s digital transformation agenda.

JOB CONTEXT

In today’s fast-evolving financial landscape, banks rely heavily on robust, secure, and customer-centric IT services to maintain operational excellence and competitive advantage. The Head of Service Management Unit operates within this critical environment, leading the charge to ensure seamless delivery and governance of IT services across the organization.

As a senior member of the Technology team of the bank in Ghana, the role of the Manager, Service Management unit is to lead the adoption and implementation of regulations in the banking industry. He/she also ensures that best practices in Technology are adapted for the bank, guiding the formulation of policies and frameworks and serving as the custodian for all policies and strategic documents of the IT department. Also serves as a coordinator for all Audit and regulatory inspections that have the IT department in scope. Developing strategic business relationships with external suppliers and internal business partners as well as key stakeholders, contract negotiations, help driving cost savings initiatives, and implementing strategic sourcing best practices.

This role sits at the intersection of technology and business, overseeing service performance, incident resolution, vendor coordination, and compliance with regulatory standards. The position demands strategic foresight, deep technical expertise, and strong leadership to align IT service delivery with the bank’s digital transformation goals, risk management frameworks, and customer experience expectations.

The incumbent will work closely with senior IT leadership, business units, and external partners to drive service innovation, operational resilience, and continuous improvement. As the bank expands its digital footprint, this role becomes increasingly vital in shaping service strategies that support scalability support scalability, agility, and trust.

Key Responsibilities

• Incident management
• Provide a single point of contact to users for all the IT requests
• Manage relationships and contracts with vendors
• Ensure regular service performance reviews are undertaken, accompanied by service reports detailing performance of each service, any breaches to SLA targets, investigations undertaken and actions taken to prevent re-occurrence.
• Ensure Management of vendors’ contractual compliance by tracking and managing performance against agreed Service Level Agreements (SLAs) and other terms of the engagement/contract.
• Supervise the management of IT vendors’ contractual obligations
• Monitor the performance of the various vendors in the execution of their duties and ensure they are paid for the job done and penalized for underperforming
• Collaborate with Legal and EBS departments to track, review, provide professional input on vendor contracts, hence ultimately ensuring that value for money is delivered from the Supplier(s), whilst meeting the business objectives.
• Ensure that the services provided by Supplier(s) remains fit for purpose and continues to meet the organization s requirements by putting in place a regime of monitoring, reporting and regular reviews of the supplier performance against targets.
• Ensure Service Improvement initiatives are discussed during service review meetings and progress updates provided. Meeting minutes and actions should be documented and circulated accordingly.
• Establish an appropriate level of engagement with Technology Infrastructure, Applications and IT Security units, and collaborate with EBS to manage all vendors in areas related to service performance, vendor relationships, service requests, change requests and service delivery issues.
• Proactive monitoring of major channels and services
• Assist in procurement of IT services, equipment and parts
• Supervise user profile creation and maintenance on Active Directory (AD)
• Ensure appropriate OLAs/SLAs are in place to support the services offered
• Actively support with the sourcing, training and deployment of personnel in the Unit
• Ensure documentation on new and existing vendors is up-to-date and updated in all required registers (IT Vendor Catalogue)
• Supervise the documentation and maintenance of the inventory of all IT assets
• Be a custodian of all IT policies, procedures, and other documentation
• Review, update and prepare periodically all IT policies, procedures, and other documentation for approval and publishing
• Collate Technology Vendor Information for Due diligence evaluation and report by Compliance Team
• Coordinate all Audits, inspection, and reviews on the IT department

JOB PROFILE

Experience & Qualifications

• Minimum of bachelor’s degree in mathematics, Information systems, Computer Science or any other relevant field, A Master’s degree will be a plus.
• Must have at least ITIL Foundation, IT Service Operations and Service Transition certification (ITIL Intermediate Certification will be a plus)
• Intermediate customer service management
• Certification in Information Security Management Systems or related fields
• Minimum of 7 years of experience, preferably in a Technology supervisory role

Skills, Capabilities & Personal Attributes

• Basic Banking and Accounting
• Problem-solving techniques
• Service and Incident Management techniques
• Change management procedures and best practices
• Vendor management, Operational and Service Level Management
• Negotiation Skills
• Leadership experience in service and delivery management
• Demonstrated ability to work effectively with a diverse user community
• Team player with a mindset for continuous improvement
• Strong team leadership and mentoring skills
• Strong interpersonal skills
• Should possess excellent time management, decision-making, and analytical skills
• ISO 27001 practices

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