ICT Service Associate, Vendor Management at I&M Bank

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.