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.