ICT Service Associate, Vendor Management

Key Roles and Responsibilities

Vendor Performance Management

• Serve 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.

Requirements and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business IT, or a 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.
• Knowledge of IT Service Management processes (Incident, Problem, Change, Service Level Management).
• Proficiency in Microsoft Excel and reporting tools (e.g., Power BI or equivalent).
• Good understanding of enterprise ICT environments (infrastructure, applications, cloud, or networks).

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.

How to Apply

Interested and qualified candidates should apply online via the I&M Bank career portal on BambooHR.