Head, Service Management - Lagos - InterSwitch Limited

Description

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.

We are recruiting to fill the position below:

Job Position: Head, Service Management

Job Location: Lagos, Nigeria

About the Job

• Provide a framework to structure and manage service-related activities and interactions of technical personnel with customers and clients towards achieving customer commitment, thereby realizing customer retention and growth along new and existing business lines.
• Lead, mentor, and manage teams responsible for IT service management and governance.
• Foster a high-performance culture, promoting collaboration, innovation, and professional development.
• Attract, retain, and develop top talent within the service management and governance organization.
• Execute and achieve Systegra's 5-year financial objectives of delivering 25% of revenue whilst targeting the 50% year-on-year growth in Interswitch 4.5.6 strategy plan.
• Oversee the IT service management lifecycle, including incident management, problem management, change management, and service desk operations.
• Ensure that products and services are delivered in accordance with agreed service levels and meet the needs of the business.
• Develop and implement customer value realization policies, procedures, and best practices in alignment with the ITIL framework.
• Drive and implement approved governance frameworks to ensure products and services align with business objectives and comply with regulatory requirements.
• Monitor compliance with governance frameworks and service management policies, conducting regular audits and assessments to ensure adherence to standards.
• Support the Managing Directors, Country Managers, and investment companies in the Africa region to set up their service management practice as it relates to Systegra business operations.
• Lead and manage the service management team (within Systegra Division) and the Operations Management team (within the Tech & Operations group) to deliver on business goals and objectives whilst adhering to company policy and culture principles.

Responsibilities

Service Strategy:

• Develop and implement service strategies to meet customer needs and improve service quality.
• Manage strategic client and customer relationships to ensure satisfaction and loyalty.
• Manage stakeholder relationships between Systegra and other business units.
• Provide governance in compliance, risk management, and oversee the implementation of initiatives to meet maturity targets.

Functional Strategy Formation and Implementation:

• Develop and communicate a service management vision aligned with corporate strategy and ITIL.
• Review service management policies periodically for ITIL alignment and industry best practices.
• Integrate emerging technologies into service operations using ITSM frameworks.
• Establish a continuous service improvement framework (ITIL's CSI model).
• Champion a service excellence culture aligned with ITIL.
• Lead cross-departmental forums to align service strategies company-wide.
• Develop strategy to meet medium-term business needs, anticipate challenges, and drive execution.
• Translate strategy into operational plans and deliverables.
• Present impactful data, analytics, and recommendations to stakeholders.

Leadership and Direction:

• Lead and fulfill business plans for key functional areas.
• Establish a framework for coaching, mentoring, and training.
• Plan team resource requirements.
• Set and manage performance objectives for direct reports.
• Provide performance feedback and corrective actions as needed.

Organizational Risk Management:

• Manage Interswitch's Enterprise Risk Management (ERM) processes.
• Identify trends and tools to support ERM framework development.
• Design initiatives to mitigate risk and gain Group CRO approval.
• Ensure corrective actions are implemented following risk assessments.
• Monitor integrated risk views across the organization.
• Develop risk aggregation methods and total exposure metrics.

Client and Customer Management:

• Act as liaison to key internal customers and maintain strong engagements.
• Drive compliance within regulated areas of Systegra's business.
• Collaborate with Sales, Business Implementation, and Support teams to ensure customer satisfaction.

Team Development and Performance Management:

• Build a high-performance team through strategic hiring and skill development (e.g., ITIL certifications).
• Define clear performance metrics and conduct regular reviews.
• Plan for leadership development and succession.
• Promote a collaborative, innovative, and knowledge-sharing environment.
• Design and implement incentive programs for exceptional service.
• Foster a feedback culture that supports team and individual growth.

Requirements

Educational Qualification:

• Candidates should possess a University / Postgraduate Degree in any Social Science discipline.
• Strong industry/sector participation.
• Relevant professional certifications such as:
• Customer Service Management Professional (CSMP)
• Certified Client Service Specialist (CCSS)
• Certified Support Manager (CSM)
• ITIL v4 Certification

Experience:

General Experience:

• 10+ years in IT service management, governance, or a related field.
• Proven experience in leadership, managing large teams and operations.
• Practical experience with ITIL and ITSM tools.

Managerial Experience:

• 7+ years interpreting strategy and policy to set and deliver objectives across mid- to long-term time frames.

Note: Due to the high volume of applications, only shortlisted candidates will be contacted.