Enterprise Service Manager at Wema Bank Plc

Wema Bank Plc - Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

We are recruiting to fill the position below:

Job Title: Enterprise Service Manager

Location: Lagos

Job Summary

• The Enterprise Service Manager is responsible for overseeing the delivery, management, and continuous improvement of IT services across Wema Bank. The role ensures that all IT services are delivered in alignment with agreed SLAs, business expectations, and ITIL best practices.
• The Enterprise Service Manager acts as the primary custodian of the bank's IT service catalog and drives operational excellence across the IT function.

Responsibilities

• Own and manage the end-to-end IT service delivery lifecycle, ensuring services meet agreed SLAs and quality standards.
• Maintain and continuously improve the bank's IT service catalog, ensuring it reflects current service offerings and business needs.
• Act as the primary escalation point for major incidents and service disruptions, coordinating resolution and communication to stakeholders.
• Drive the implementation and adoption of ITIL processes including incident, problem, change, and request management.
• Establish and track IT service performance metrics, KPIs, and OLAs, and report regularly to senior IT management and business leaders.
• Manage relationships with internal IT teams, business units, and external service providers to ensure seamless service delivery.
• Lead service review meetings with business stakeholders and vendors to assess performance and identify improvement opportunities.
• Oversee the configuration management database (CMDB) to ensure accuracy and currency of IT asset and service records.
• Identify and implement service improvement initiatives (SIPs) to enhance reliability, efficiency, and user satisfaction.
• Coordinate IT change management processes to ensure changes are assessed, approved, and implemented with minimal service disruption.
• Ensure the IT service desk operates effectively, providing first-class support experiences to internal and external customers.
• Develop and maintain IT service management policies, procedures, and playbooks.

Requirements
Education:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Master's degree is an added advantage.

Professional Certification:

• ITIL 4 Managing Professional or Strategic Leader certification is required.
• Additional certifications in service management or project management are an advantage.

Experience:

• 7–10 years of experience in IT service management, with at least 3 years in a managerial or enterprise-level role.
• Banking or financial services experience is strongly preferred.

Specialized Knowledge:

• Deep knowledge of ITIL service management framework and practices.
• Experience managing enterprise-level IT service operations in a complex, multi-team environment.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or Freshservice.

Skills:

• Excellent leadership, service management, and communication skills.
• Strong ability to manage stakeholder relationships across all levels of the organization.
• Analytical mindset with proficiency in service reporting and dashboard tools.
• Ability to manage incidents, problems, and changes under pressure.

Benefits
At Wema Bank, we recognize and reward the contributions of our employees by offering a range of benefits designed to enhance their well-being and work-life balance. Here are some key perks you can enjoy as a Knight. 

• Healthcare – We have a comprehensive medical coverage to ensure you, and your loved ones stay healthy.
• Elderly Care - At Wema Bank, our robust HMO plans include a provision for elderly care, allowing you to enroll one of your parents under your health coverage.
• Parental Leave (Paternity & Maternity) – Paid leave to support new parents, allowing them time to bond with their newborns.
• Year-End Bonus (13th Month) – As a Knight, there is an opportunity for you to enjoy an additional allowance as a reward for your dedication and hard work.
• Company Events – At Wema Bank, we engage in team-building activities, networking opportunities, and celebrations that foster a strong workplace culture.
• Competitive Pay – Attractive salary packages that reflect your skills, experience, and contributions.
• Leave Allowance – Financial support when you take your well-deserved time off.
• Profit Sharing – A share in the bank’s success, ensuring you, as an employee, benefit from the company’s growth.

Application Closing Date
26th June, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online