Lead Managed Services

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.

• 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
• Design, manage & Implement clear monitoring & project / program and service management routines (meetings, design forums, change forums, application support, application maintenance, application security, pre-prod & production implementations & monitoring, incident management, quality management, problem management, reporting, infrastructure monitoring (e.g. networks) etc.)
• 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’
• Stay ahead of the curve on managed services & technology product / service trends and leading practices & apply these for the benefit of the partnership

• 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

• 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, develop, retain, reward & deploy a diverse resource base aligned to an ever evolving business / client environment (ahead of demand) & or; cascade these requirements to Managed Service Providers for continuous improvement / evolution of services provided
• Build a high performance team environment through self-directed teams by driving performance management & measurement that is aligned with agile working practices (including daily, weekly, etc. sprint routines, regular & honest feedback etc.)
• Accountable for the right people in the right teams to deliver on our tech strategy (always!)
• Leverage coaching expertise in all activity to drive a higher quality design and deployment of technical products and services

• Carry ‘one stop shop’ accountability for delivering on an optimal cost to serve / cost of delivery of all partnerships
• Carry the ‘one stop shop’ accountability for all risk associated with service provider contracts & delivery
• Negotiate commercially viable deals for the organization (as client & OR; MSP)
• Deliver on all contract requirements (as client & OR; MSP) to ensure sustainable and viable partnerships always
• Apply the organization risk & governance frameworks for all contracts & services provision
• Services align to all Tech (CSO, CTO etc.) guidelines and frameworks and are in compliance with all internal policy & external regulatory requirements
• Lead the input requirements for all internal / external audits related to managed services provision & or receipt
• Deliver on time & on budget (always)

Bachelor's Degree: Information Technology