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.
  

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).