Reports To: Manager - Vendor Performance and Governance Managed Services
Division: Enterprise Business
Mission
Ensures efficient management of Managed Services (MS) Vendor for excellent service delivery to our customers by focusing on adherence to operational PPPs and regulatory requirements and well as management of the agreed contract.
This is achieved by the consistent monitoring of the performance of the MS Vendor.
Description
Use data to monitor and track the MS vendor''s adherence to Incident Management processes, ensuring all incidents are logged, categorized, prioritized, assigned, and resolved in accordance with agreed SLAs and operational procedures.
Monitor vendor compliance with all regulatory, legal, and internal governance requirements relating to Incident Management and service restoration activities.
Monitor the vendor''s adherence to incident response and restoration timelines, ensuring incidents are acknowledged, escalated, resolved, and closed within agreed service levels.
Monitor and analyze incident trends to identify recurring issues, service degradation, and opportunities for proactive improvement and problem management.
Ensure the vendor provides accurate and timely daily, weekly, and monthly Incident Management reports, highlighting incident volumes, SLA performance, root causes, major incidents, repeat incidents, and improvement actions.
Monitor vendor compliance with established processes, policies, and procedures (PPPs) relating to Incident Management, Major Incident Management, Escalation Management, and Service Recovery.
Ensure appropriate User Acceptance Testing (UAT) is performed for new systems, process enhancements, or platform changes that may impact Incident Management processes or customer experience.
Monitor reconciliation of incident records across service management platforms to ensure incident data is complete, accurate, and consistent for reporting and governance purposes.
Track vendor performance against agreed Incident Management KPIs, including SLA compliance, Mean Time to Acknowledge (MTTA), Mean Time to Restore Service (MTRS/MTTR), first-time resolution rate, backlog, and customer communication compliance.
Validate vendor performance reports and support the measurement of contractual obligations, service credits, and performance improvement initiatives.
Produce weekly and monthly dashboards on Incident Management performance, highlighting trends, risks, recurring incidents, service availability, and recommendations for continuous improvement.
Ensure new vendor staff supporting Incident Management are adequately onboarded and trained on MTN processes, governance requirements, tools, and customer experience expectations.
Coordinate continuous service improvement initiatives by analyzing incident data, identifying process gaps, and recommending corrective and preventive actions.
Maintain a comprehensive repository of Incident Management documentation, reports, KPIs, RCA records, Known Error Database (KEDB), and historical performance information.
Analyze Root Cause Analysis (RCA) reports submitted by the vendor, monitor closure of corrective actions, and ensure lessons learned are implemented to prevent recurrence.
Monitor the effectiveness of major incident communications, ensuring timely and accurate updates are provided to internal stakeholders and customers throughout the incident lifecycle.
Support governance meetings with performance analysis, service insights, risks, and recommendations to improve vendor performance and service quality.
Provide administrative and operational support within the Managed Services Vendor Management Office to ensure effective governance, coordination, reporting, and continuous improvement of Incident Management operations.
Monitor customer-impacting incidents and ensure priority incidents receive appropriate executive attention and timely escalation.
Track incident backlog and aging, ensuring overdue incidents are actively managed and closed.
Monitor compliance with Major Incident and Escalation procedures.
Coordinate post-incident reviews and ensure all agreed improvement actions are implemented.
Develop and maintain Incident Management performance dashboards for management reporting.
Requirements
Education
First Degree in any relevant discipline
Professional qualification in ITIL or any other relevant certification
Fluent in English.
Experience
3-7 years’ experience which includes:
Experience working in a medium to large organization
Experience in, Enterprise service management, Enterprise customer support
Experience in the use of data analytics tools/Apps
Must have excellent knowledge of Microsoft Excel
Strong Analytical and Reporting Skills
Leadership Skills.