Specialist: Service Performance Governance

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Date: 17 Mar 2026

Location: Centurion, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit Chief Finance Officer (CFO)
Department BTE
Job grade/level  S5

 

Core Description

Ensures that BCX’s technology services are governed through structured performance frameworks, service-level controls, reporting mechanisms, and compliance with contractual and operational commitments.

Key Deliverables / Primary Functions

  • Monitor service performance across systems, services and platforms to ensure adherence to SLAs, OLAs, KPIs and contractual commitments.
  • Maintain and operate the service performance governance framework, including defined processes, reporting cycles, measurement standards and control disciplines.
  • Analyse performance data, trend patterns, recurring incidents and service disruptions to identify systemic risks, control gaps and chronic failure points.
  • Produce executive dashboards, scorecards and monthly and quarterly service reports that provide clear insight into performance, risk exposure and improvement priorities.
  • Partner with internal delivery teams and external suppliers to validate data accuracy, address deviations and implement corrective and preventive actions.
  • Support service review forums, vendor performance discussions, contract governance committees and SLA and OLA negotiations to strengthen accountability.
  • Track service improvement initiatives, remediation plans and performance uplift programmes, ensuring measurable progress across teams and vendors.
  • Align service performance outcomes with commercial commitments in collaboration with Finance, Procurement and Vendor Management, while supporting audit reviews and ensuring governance practices enable BTE’s operating model, cost optimisation and platform modernisation objectives.

 

Core Functional Skills & Capabilities

Service Management
Contract Management
Data Interpretation & Operational Insight
Service Performance Monitoring & Reporting
Analytical and Problem Solving

Core Behavioural Competencies

Formulating Strategies & Concepts
Job Match
Creating & Innovating
Leading & Supervising
Delivering Results & Meeting Customer Expectations
Entrepreneurial & Commercial Thinking

Minimum Qualifications

Three-year degree (NQF 7) in Information Systems, Risk Management, or a related discipline.
Additional studies in service management, governance, or performance analysis are advantageous.

Additional Education -Preferred /Advantage

Experience

At least five (5) years’ of experience in service governance, service performance analysis, operational reporting, vendor performance management, or IT service management.

Certifications

ITIL certification is highly advantageous
Data analysis or reporting-related certifications add value.
Certifications in service management, governance, compliance, or vendor management beneficial.

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Level of engagement - Engagement will all levels within the organisation, internal and external to the business.

Span of control = 0

Special Requirements / Employment Condition

Willing to travel
Valid Drivers license

Workplace / Physical Requirements

Non-Billable
Hybrid Remote Worker

BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.