ICT Service Associate, Vendor Management

Job Purpose:

The ICT Service Associate – Vendor Management, is responsible for operational and performance monitoring of third-party technology vendors supporting the Bank’s ICT systems and services. 

The role ensures vendors meet agreed Service Level Agreements (SLAs), comply with internal ICT policies, and deliver services in line with contractual and regulatory obligations.

They also coordinate vendor-related incidents, service reviews, and reporting, while escalating material risks or performance concerns to Management. 

Key Roles and Responsibilities:

Vendor Performance Management:

• Act as the primary operational contact for assigned ICT vendors. 
• Monitor vendor performance against SLAs, OLAs, and contractual obligations. 
• Track service credits, performance breaches, and corrective action plans. 
• Prepare and maintain vendor scorecards and performance dashboards. 
• Coordinate and participate in periodic vendor service review meetings.
• Escalate persistent performance gaps or compliance issues to Management. 

Service Assurance & Incident Coordination:

• Monitor availability and performance of vendor-supported systems and services. 
• Ensure timely updates, resolution, and closure of vendor-related incidents within the ITSM tool. 
• Generate Root Cause Analysis (RCA) reports and ensure corrective actions are tracked to completion.
• Identify recurring issues and recommend structured problem management actions. 

Change & Governance Oversight: 

• Liaise with internal change owners and vendors to ensure adherence to Change Management processes. 
• Track vendor compliance with scheduled maintenance and approved change windows.
• Ensure vendors follow agreed escalation and communication protocols during changes. 

Reporting, Risk & Compliance: 

• Prepare monthly and quarterly vendor performance reports for ICT management. 
• Maintain audit-ready documentation for vendor engagements and service reviews. 
• Support internal and external audits by providing required evidence and performance data.
• Proactively identify service risks and escalate potential business impacts. 

Technical Competencies: 

• Knowledge of IT Service Management processes (Incident, Problem, Change, Service Level Management). 
• Experience using IT Service Management (ITSM) tools. 
• Ability to interpret SLA clauses.  
• Proficiency in Microsoft Excel and reporting tools (e.g., Power BI or equivalent).
• Good understanding of enterprise ICT environments (infrastructure, applications, cloud, or networks). 

Education and Work Experience:

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business IT, or related field. 
• 1–3 years’ experience in IT operations, service management, vendor coordination, or ICT service delivery. 
• ITIL v4 Foundation certification is preferred.
• Experience working in a regulated environment (banking, financial services, insurance, or telecommunications) is an advantage. 

Skills and Attributes:

• Strong analytical and problem-solving skills. 
• Good stakeholder management and vendor coordination skills. 
• Structured and process-driven working approach. 
• Ability to work independently with minimal supervision. 
• Strong written and verbal communication skills suitable for management reporting.