Application Service Delivery Lead (VP)

Benefits

Additional Information

Empowering Africa's tomorrow, together...one story at a time. 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 - 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 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 - ensurin