Specialist Managed Services at Absa

Job Summary

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

Job Description

Accountability: 

Service Management

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

Vendor / Client identification & Negotiation 

• Understand the MS landscape & environment & leverage knowledge & expertise gained to make recommendations for future partnerships & partnership improvements
• Identify & communicate opportunities for managed services partnership enhancements (commercial viability) 
• Support commercial negotiations (e.g. participate in negotiations, providing supporting information & data analytics etc.)
• Act as the single point of contact for MSP’s for defined product / service area & communicate / guide them on strategy & requirements alignment, changes, challenges, and or issue resolution etc.
• Ensure the implementation of effective relationship & communication management routines that enable successful service provision to or by the organization
• Support the onboarding process for customers & or MSPs & 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 & resource management processes & tools ensuring the right number of resources (ABSA & Service Side) to deliver uninterrupted services across the estate
• Support the capability development across the partnership (clients and or MSP’s) & continuously cascade relevant business / technical information for the enhanced delivery of products & services 
• Leverage coaching expertise in all activity to drive a higher quality design and deployment of technical products and services by MSP’s or as an MSP provider

Financial & Vendor Management, Risk & Governance

• Ensure the partnership delivers on targets and objectives (sustainably / ALWAYS!)
• Deliver on all contract requirements (as client & OR; MSP) to ensure sustainable and viable partnerships always  
• Apply the organization risk & governance frameworks for all contracts & services provision
• Ensure product / services alignment to all Tech (CSO, CTO etc.) guidelines and frameworks and are in compliance with all internal policy & external regulatory requirements
• Lead the input requirements for all internal / external audits related to managed services provision & or receipt 
• Deliver on time & on budget (always)

Education and experience required

• BComm & Or other relevant e.g. BScEng Degree
• 5-8 years’ experience in managed IT Services
• Experience in Agile & Waterfall Frameworks & Tools
• Expertise in technology related fields relevant for the portfolio includes but is not limited to: Software Engineering, Architecture & Infrastructure
• Experience in solution design & delivery including delivery management (Full SDLC)
• Proven track record in managed services provision & or the management of managed services provision for a specific business area (vs. organization wide)
• Proven track record & experience  in incident & problem management
• Negotiation & commercial contracting exposure & experience participating in these processes for large organisations 
• Commercial & Financial Acumen & experience in their application for variety of contract sizes
• Expertise in Technology Performance Monitoring / Management
• Expertise in data analytics and reporting

Competencies: (Maximum of 8 competencies)

• Examining Information
• Providing Insights 
• Convincing People
• Directing People
• Resolving Conflict
• Upholding Standards
• Producing output
• Articulating Information