About the Role

The ICT Vendor Management Specialist is responsible for ensuring the efficient and timely processing of all third-party ICT vendor invoices, serving as the critical link between vendors, the ICT function, and Finance to eliminate payment delays and maintain a clean, dispute-free vendor payment cycle. Beyond invoice management, the role oversees vendor performance, service level agreements, contract governance, cost control, and continuous improvement aligned to the IT Service Management (ITSM) framework.

Key Accountabilities

• Own the end-to-end vendor invoice management cycle: receive and validate invoices against contractual terms and purchase orders, resolve discrepancies with vendors and internal teams, track invoices through the approval workflow, and actively follow up with Finance to ensure timely payment processing. Maintain a real-time invoice tracker and escalate ageing payments before they become vendor complaints.
• Monitor and track vendor KPIs against agreed service level agreements, producing regular performance dashboards and scorecards for stakeholder visibility.
• Manage end-to-end third-party vendor relationships across the ICT function, acting as the single point of contact for vendor escalations, queries, and dispute resolution.
• Conduct periodic service reviews with vendors to assess performance, identify improvement areas, and drive continual service improvement initiatives aligned to the ITSM framework.
• Prepare and present comprehensive vendor performance reports, trend analyses, and risk assessments to senior leadership and relevant governance forums.
• Manage service level agreements and support contract renewal negotiations, ensuring favourable terms and alignment with organisational requirements.
• Review and assess third-party contracts for compliance, cost-effectiveness, and alignment with procurement policies and regulatory standards. Ensure vendor invoices are accurately validated against contractual terms, service delivery records, and approved purchase orders before processing.
• Drive process compliance and support internal and external audit activities relating to vendor management, ensuring adherence to governance frameworks and operational procedures.
• Build and maintain effective stakeholder relationships across Technology, Finance, Procurement, Legal, Risk, and Operations to ensure coordinated vendor governance.
• Identify and report risks relating to third-party vendor management and performance to the Operational Risk function, Information Technology Security, Procurement, and Compliance to ensure mitigation of risks.
• Identify opportunities to improve and automate vendor management processes and systems, driving efficiency and enhancing the overall client and stakeholder experience.

Qualifications

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or Supply Chain Management. A qualification in technology is highly desirable
• ITIL Foundation Certification (v3 or v4) – required
• Certification in Procurement or Supply Chain Management (e.g., CIPS, CSCP) will be an added advantage
• COBIT, ISO 20000, or ISO 27001 awareness will be an added advantage
• Minimum of 1–3 years’ experience in vendor management, IT service management, or a related role within a technology-driven environment
• Demonstrated experience in managing third-party SLAs, contract negotiations, and vendor performance reporting.
• Experience working in a shift-based or 24/7 operations environment and understanding of scheduling requirements will be highly desirable added advantage

Competencies

• Vendor and contract management within an ITSM framework
• Financial acumen including invoice processing and reconciliation, budget tracking, cost-benefit analysis, and vendor spend management
• Procurement processes, sourcing principles, and regulatory compliance
• Excellent time management and organisational skills
• Strong service orientation and passion for delivering quality outcomes
• Stakeholder management and relationship building across diverse teams
• Strong analytical, report writing, and verbal communication skills

• Own the end-to-end vendor invoice management cycle: receive and validate invoices against contractual terms and purchase orders, resolve discrepancies with vendors and internal teams, track invoices through the approval workflow, and actively follow up with Finance to ensure timely payment processing. Maintain a real-time invoice tracker and escalate ageing payments before they become vendor complaints.
• Monitor and track vendor KPIs against agreed service level agreements, producing regular performance dashboards and scorecards for stakeholder visibility.
• Manage end-to-end third-party vendor relationships across the ICT function, acting as the single point of contact for vendor escalations, queries, and dispute resolution.
• Conduct periodic service reviews with vendors to assess performance, identify improvement areas, and drive continual service improvement initiatives aligned to the ITSM framework.
• Prepare and present comprehensive vendor performance reports, trend analyses, and risk assessments to senior leadership and relevant governance forums.
• Manage service level agreements and support contract renewal negotiations, ensuring favourable terms and alignment with organisational requirements.
• Review and assess third-party contracts for compliance, cost-effectiveness, and alignment with procurement policies and regulatory standards. Ensure vendor invoices are accurately validated against contractual terms, service delivery records, and approved purchase orders before processing.
• Drive process compliance and support internal and external audit activities relating to vendor management, ensuring adherence to governance frameworks and operational procedures.
• Build and maintain effective stakeholder relationships across Technology, Finance, Procurement, Legal, Risk, and Operations to ensure coordinated vendor governance.
• Identify and report risks relating to third-party vendor management and performance to the Operational Risk function, Information Technology Security, Procurement, and Compliance to ensure mitigation of risks.
• Identify opportunities to improve and automate vendor management processes and systems, driving efficiency and enhancing the overall client and stakeholder experience.

• Vendor and contract management within an ITSM framework
• Financial acumen including invoice processing and reconciliation, budget tracking, cost-benefit analysis, and vendor spend management
• Procurement processes, sourcing principles, and regulatory compliance
• Excellent time management and organisational skills
• Strong service orientation and passion for delivering quality outcomes
• Stakeholder management and relationship building across diverse teams
• Strong analytical, report writing, and verbal communication skills

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or Supply Chain Management. A qualification in technology is highly desirable
• ITIL Foundation Certification (v3 or v4) – required
• Certification in Procurement or Supply Chain Management (e.g., CIPS, CSCP) will be an added advantage
• COBIT, ISO 20000, or ISO 27001 awareness will be an added advantage
• Minimum of 1–3 years’ experience in vendor management, IT service management, or a related role within a technology-driven environment
• Demonstrated experience in managing third-party SLAs, contract negotiations, and vendor performance reporting.
• Experience working in a shift-based or 24/7 operations environment and understanding of scheduling requirements will be highly desirable added advantage