Location: Lagos, Nigeria
Company: Wigmore Trading

About Wigmore Trading

Wigmore Trading is one of Nigeria’s fastest-growing trading companies, known for innovation, efficiency, and a customer-first approach. We are expanding our operations and seeking a highly skilled Head of Service Management to lead our customer experience transformation and service delivery excellence across multiple touchpoints.

Role Overview

The Head of Service Management will lead the service delivery function for Wigmore Trading, ensuring seamless end-to-end customer experiences. This role is pivotal in maintaining world-class service standards, enforcing SLAs, managing escalations, and driving continuous process improvements. The ideal candidate is an accomplished service leader with a strong track record in customer relations and service transformation in a technology-driven environment.

Key Responsibilities

• Lead the Service Management team to deliver consistent, high-quality customer experiences across all operations.

• Own and enforce all Service Level Agreements (SLAs), ensuring compliance and exceeding customer expectations.

• Act as the primary point of escalation for customer issues and represent customer interests at the executive level.

• Drive service quality improvements by implementing best practices, process upgrades, and emerging technologies.

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• Collaborate cross-functionally with operations, IT, and commercial teams to ensure seamless service delivery.

• Monitor service performance, analyze key metrics, and provide regular reports to senior leadership.

• Develop team capabilities through training, mentorship, and strategic workforce planning.

• Stay ahead of industry trends and technologies to enhance service management operations.

Qualifications & Experience

• Bachelor’s degree in ICT, Engineering, or related field (Master’s degree preferred).

• Minimum 12 years experience in service delivery, customer service, or service management within trading, telecoms, or technology-driven industries.

• Proven leadership and managerial experience with a focus on customer relations and technical service delivery.

• Strong ability to manage escalations, enforce SLAs, and lead cross-functional initiatives.

• Demonstrated success in implementing service improvements and technology-driven upgrades.

• Excellent stakeholder management, analytical, and problem-solving skills.

Why Join Wigmore Trading?

• Play a leadership role in shaping customer experience excellence at a rapidly expanding Nigerian trading company.

• Opportunity to lead a service transformation strategy with regional impact.

• Competitive compensation package with performance-based rewards.

• A dynamic, forward-thinking environment where your leadership drives real results.