Job Summary

• Act as the single point of contact and lead for identified vendors; clients; specific teams identified within the vendor and/or client to ensure the successful, optimal, commercially viable and sustainable delivery of technical products and services to our organization.

Job Description

Service Management

• Provide ongoing support in the requirements analysis and business capability review processes pre-during and post contract negotiation
• Work with managed service partners to ensure all their agreed supplier control obligations are met
• Leverage expertise in technology, the client and our own business areas to support solution design processes
• Gain deep expertise in the technical solutions to successfully manage vendors / client delivery to the business
• Implement routines and processes to consistently evaluate solution requirements and evolve / inform the evolution of products and services
• Provide input into feasibilities and business cases
• Work as part of integrated delivery teams to manage the implementation of project / program roadmaps associated with the managed services partnership
• Lead all project / program and relationship management routines for the managed service partnership
• Ensure the successful implementation of all products and services across the partnership
• Work with managed service partners to clearly articulate and define Service Level Agreements for the assigned area of focus
• Implement clear monitoring and project / program and service management routines (meetings, design forums, change forums, application support, application maintenance, application security, pre-prod and production implementations and monitoring, incident management, quality management, problem management, reporting, infrastructure monitoring (e.g. networks) etc.)
• Ensure ongoing monitoring and performance reviews and associated reporting to client (internal / external)
• Leverage ongoing monitoring and performance to ensure uninterrupted business operations and proactive issue identification and resolution for a specific business area
• Hold the ‘one stop shop’ accountability for reliable, resilient and effective service provision for the product / service area
• Design, implement and lead problem and incident management processes (in cases of) for the defined product / service area
• Leverage service monitoring data and analytics to provide recommendations for a more successful and evolving partnership
• Stay ahead of the curve on managed services and technology product / service trends and leading practices and apply these for the benefit of the partnership

Vendor Management

• Understand the managed service partnership landscape and environment and leverage knowledge and expertise gained to make recommendations for future partnerships and partnership improvements
• Identify and communicate opportunities for managed services partnership enhancements (commercial viability)
• Support commercial negotiations (e.g. participate in negotiations, providing supporting information and data analytics etc.)
• Act as the single point of contact for managed service provider’s for defined product / service area and communicate / guide them on strategy and requirements alignment, changes, challenges, and or issue resolution etc.
• Ensure the implementation of effective relationship and communication management routines that enable successful service provision to or by the organization
• Support the onboarding process for customers and or managed service provider’s and ensure the environment is conducive to partnership service provision (everything is in place in the physical / other environment)
• Ensure partnership delivery on all parameters – ensuring we obtain value from the partnership

People

• Manage the capacity planning and resource management processes and tools ensuring the right number of resources (ABSA and Service Side) to deliver uninterrupted services across the estate
• Support the capability development across the partnership (clients and/ or manage service providers) and continuously cascade relevant business / technical information for the enhanced delivery of products and services
• Leverage coaching expertise in all activity to drive a higher quality design and deployment of technical products and services by manage service providers undefined
• Financial and Vendor Management, Risk and Governance
• Ensure the partnership delivers on targets and objectives
• Deliver on all contract requirements to ensure sustainable and viable partnerships always
• Apply the organization risk and governance frameworks for all contracts and services provision
• Ensure product / services alignment to all Technology and Cyber guidelines and frameworks and are in compliance with all internal policy and external regulatory requirements
• Lead the input requirements for all internal / external audits related to managed services provision and or receipt
• Deliver on time and on budget

Additional Job Description

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.

Education

• Bachelor’s Degree: Information Technology

End Date: November 27, 2025