Lead Managed Services

4 days ago

Randburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

Lead the identification & management of strategic relationships with vendors & OR; clients & ensure the successful, optimal, commercially viable & sustainable delivery of technical products & services (design, delivery & ongoing support services) to our organization / the client organisation.

**Job Description**:
Service Management
- Work in collaboration with internal / external delivery teams & clients to analyse requirements & varying business capabilities and leverage analysis to accurately spec / frame the ‘business problems to be solved’ by a managed services partnership
- Leverage a deep expertise in technology solution design & delivery (strong engineering background/ experience) & a deep understanding of the business / client organization strategy & customer requirements to accurately define the business technical product / service solutions to be delivered
- Work collaboratively with service providers, clients & technology teams (CSO, CTO, CIO etc.) to ensure optimal solution design
- Implement the above on an ongoing basis to ensure ongoing product & service evolution in line with the business strategic requirements
- Work collaboratively with service providers, clients and technology teams to design detailed feasibilities and business cases to enable business decision making on the variety of commercial options & associated benefits available
- Translate the above into formal contract negotiation & related pricing strategies that are sustainable for the partnership
- Work as part of integrated delivery teams to create detailed project / program roadmaps for managed service implementation
- Work with internal / external clients to clearly articulate & define Service Level Agreements
- Create monitoring and performance management frameworks, tools and metrics to enable effective and efficient SLA & business operations management
- 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
- Hold the ‘one stop shop’ accountability for reliable, resilient & effective service provision through the partnership
- Design, implement & lead problem & incident management processes (in cases of) across the Managed Services Estate
- Translate monitoring & performance data into business insights & decision making for ‘enhanced capabilities & services’

Vendor / Client identification & Negotiation
- Implement processes & practices (e.g. research, networking etc.) to successfully evaluate the market for service providers & or clients
- Based on business strategic objectives, identify / source fit for purpose vendors & or identify sales opportunities
- Continuously assess competitiveness of MSP’s & or competitors & influence business decision making in this regard
- Create selection criteria and evaluate potential suppliers for the organization. On the flip side, prepare sales / pitch information for the acquisition of new business
- Work collaboratively with procurement & sourcing partners to lead requests for proposals & or on the flip side, be the client ‘go to’ for RFP’s & proposals
- Lead the commercial negotiation & contracting processes in collaboration with procurement, sourcing & OR on the flip side our legal teams
- Close commercially viable deals on behalf of the organization
- Act as the single point of contact for MSP’s and or clients (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
- Lead 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)
- Set up the partnership e.g. alignment of internal / external teams, ways of working etc. for the successful delivery of products & services
- Ensure partnership delivery on all parameters - ensuring we obtain value from the partnership

People
- Set & Cascade business / client strategic direction to managed services teams (client side or our own delivery teams providing external client services)
- Leverage strong capacity management tools and processes to ensure the right resource & capability mix on Absa / Service Side to deliver uninterrupted services
- Define, cascade & build teams (internal / external) for the ongoing / shifting business technology requirements
- Proactively attract, recruit, de

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