SLA/VENDOR GOVERNANCE AND SERVICES OFFICER

SUMMARY:
The position is the designated Customer Controller and Supervisor for all outsourced IT services.

POSITION INFO:

An established organisation in the financial sector is seeking an experienced IT Governance and Services Officer to join their high‑performing team. This role offers an exceptional opportunity for a strong communicator with proven leadership abilities and a design‑thinking mindset to drive innovation and operational excellence. It’s an ideal environment for a seasoned professional looking to expand their influence and advance their career within a respected, forward‑thinking company.

Formal Education:

• Matric.
• Bachelor’s degree in business, Finance, Governance, or related field.
• Governance or risk qualification advantageous.

Experience:

• Minimum of 8 to 10 years’ IT governance or vendor management experience.
• Financial services exposure preferred.

Knowledge:

• IT governance frameworks.
• Financial services risk.
• Information security principles.

Duties:

People:

• Provide leadership and coordination to internal IT-related personnel.
• Act as primary point of contact between management, employees, advisers, and IT service providers.
• Manage service delivery expectations with outsourced partners.

Processes:

IT Governance & Risk

• Maintain IT governance framework and policies.
• Chair IT Steering Committee.
• Ensure audit readiness and risk remediation tracking.
• Retain accountability for regulatory IT obligations.
• Own and review monthly IT governance packs including SLA performance, incident trends, security posture, patch/vulnerability status, change records, and remediation tracking.

Vendor & Service Provider Management

• Govern outsourced IT providers.
• Conduct service reviews and escalations.
• Own and maintain the Business as Usual (BAU) service catalogue, ensure SLA compliance, and approve all project, upgrade, migration, or non-BAU scopes prior to execution.
• Enforce SLAs and approve non-BAU work.
• Accountable for transition planning, documentation completeness, administrative access retention, and orderly exit handover in accordance with contractual obligations.

Financial & Cost Management

• Own IT budget
• Monitor spend vs budget.
• Control scope and cost escalation.

Strategy Translation & Planning

• Translate business needs into IT initiatives.
• Maintain IT roadmap and delivery tracking.

Communication & Reporting

• Report IT performance, risk, and cost to Exco.
• Coordinate communication during incidents.