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Senior Service Analyst

Category: Media/Advertisement/Event Mgt.

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Job Description

2Pi-Jobs is acting as an Employment Agency in relation to this vacancy.
Lead retail service governance and vendor performance management across multiple contracts, ensuring service quality, cost control, and continuous improvement in a multi-vendor retail environment.

Job Responsibilities

Own vendor governance framework for retail services: scorecards, service reviews, breach management, improvement plans.
Lead SLA/OLA design, operationalization, and enforcement including escalations and corrective action tracking.
Manage contract lifecycle inputs: scope validation, RFP support, commercial reviews, renewals, and risk controls.
Provide executive-ready reporting and insights: trends, risk hotspots, cost drivers, vendor performance comparisons.
Support service transitions and vendor changes ensuring operational readiness and measurable outcomes.
Drive CSI initiatives tied to vendor performance (MTTR reduction, proactive monitoring, incident prevention).
Mentor junior analysts and enforce governance standards/templates.

Other Educational Qualification

Bachelor’s degree (or equivalent) in Information Technology/Computer Science/Engineering or related field.

Skills

Strong vendor management and negotiation, governance leadership.
Excellent analytical capability (KPI design, performance interpretation, action prioritization).
Strong communication and presentation skills for leadership forums.
Experience in multi-site retail operational constraints and criticality.
Strong communication with retail operations and corporate stakeholders.
ITIL v3/ITIL4 Managing Professional preferred; SIAM certification beneficial.
Experience managing retail-critical services (POS/payments/mobile/web) in multi-vendor environments.

Salary

Negotiable

Posted By

Confidential Company

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