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.
If you believe you meet the above requirements log onto our www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 8th April 2026.