Technology: Supplier Managed Services

Empowering Africa’S Tomorrow, Together…One Story At A Time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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 GovernanceEnsure the partnership delivers on targets and objectivesDeliver on all contract requirements to ensure sustainable and viable partnerships alwaysApply the organization risk and governance frameworks for all contracts and services provisionEnsure product / services alignment to all Technology and Cyber guidelines and frameworks and are in compliance with all internal policy and external regulatory requirementsLead the input requirements for all internal / external audits related to managed services provision and or receiptDeliver 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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised