IT Vendor Manager at Hollard Insurance

Job Purpose

• The IT Vendor Manager is responsible for the operational management and performance oversight of IT vendors within the Insure IT environment. The role ensures vendors deliver services in line with contracted service levels, operational expectations, and compliance requirements. Acting as the primary operational interface between Insure IT and Group Procurement post-contract award, the role focuses on vendor performance monitoring, service delivery assurance, issue escalation, risk management, and consumption visibility.

Key Performance Area’s

Vendor relationship management (technical)

• manage day-to-day operational relationships with IT vendors post contract award
• serve as the primary operational contact for vendors, ensuring effective communication and issue resolution

Vendor performance oversight (technical)

• monitor vendor performance against agreed SLAs, KPIs, and contractual obligations
• facilitate service review meetings and performance reporting
• track remediation actions and escalate persistent service performance risks

Service delivery and consumption management (technical)

• track vendor service consumption and usage patterns against contracted services
• identify service delivery variances and inefficiencies and highlight these for review
• support transparency of vendor service utilisation and delivery performance

Risk and compliance management (technical)

• identify and monitor vendor-related operational, security, and compliance risks
• ensure adherence to regulatory, security, and governance requirements
• escalate risks in collaboration with procurement, risk, and information security teams

Stakeholder collaboration (behavioural)

• collaborate with IT stakeholders to ensure vendor services support operational requirements
• provide vendor performance insights to Group Procurement and support audits and governance reviews

Continuous improvement and future sourcing input (behavioural)

• provide operational insights and lessons learned to inform future sourcing decisions
• contribute vendor performance data to support procurement-led sourcing and renewal decisions

Required Knowledge and Experience    
Experience

Minimum experience

• 5–7 years’ experience in IT vendor management, service delivery management, or supplier performance management

Desirable experience

• Experience within insurance or financial services environments

Key Measurements of Outputs

• Vendor SLA and KPI achievement levels
• Number and severity of unresolved vendor service issues
• Effectiveness of risk identification and escalation
• Accuracy and timeliness of vendor performance reporting
• Stakeholder satisfaction with vendor service delivery

Behavioural Competencies

• Commercially minded operator – balances service quality, cost efficiency, and value for money when managing vendors and contracts
• Relationship steward – builds trust-based, professional relationships with vendors and internal stakeholders while maintaining appropriate challenge and accountability
• Risk-aware decision maker – proactively identifies, assesses, and escalates operational, contractual, and compliance risks to protect service continuity
• Delivery focused executor – drives follow-through on actions, remediation plans, and service improvements to ensure agreed outcomes are achieved
• Analytical problem solver – uses data, trends, and evidence to diagnose service issues, inform decisions, and support continuous improvement

Technical Competencies

• IT service delivery and vendor management
• SLA and performance governance
• Contract interpretation for operational compliance
• Risk and compliance awareness
• Data analysis and reporting for service performance

Educational Requirements    
Qualifications

Minimum qualification

• Bachelor’s degree in information technology, business, or related field (advantageous)

Desirable qualification

• ITIL or service management certification

Deadline:14th April,2026