Service Analyst, Retail (Contracts / Service Management)

Role Purpose

Ensure effective governance, service performance, vendor management, and ITIL-aligned operational discipline across retail technology services. The role maintains contract compliance, drives SLA/OLA performance, oversees service reporting, and ensures operational readiness across a multi-vendor retail environment (POS, payments, telecom, site networks, store systems). It also ensures IT service management maturity through structured Change, Problem, Knowledge, and Configuration (CMDB) practices.

Key Responsibilities

• Maintain the service contracts repository, renewal calendars, and vendor deliverables for all retail technology services.
• Monitor SLA/OLA performance using ServiceNow dashboards and vendor reports; identify breaches and drive corrective actions.
• Produce periodic service reporting including incident trends, MTTR, SLA attainment, backlog levels, and vendor performance insights.
• Coordinate and document vendor service reviews, ensuring follow‑up on action items, improvement plans, and penalty mechanisms.
• Support procurement and vendor onboarding through scope definition, KPI/SLA formulation, and service documentation.
• Ensure contract terms align with operational needs (site coverage, response times, spares strategy, weekend/on‑call obligations).
• Maintain and update the CMDB for retail services, ensuring accuracy of configuration items, dependencies, and vendor-owned components.
• Lead Change Management readiness by assessing risk, validating operational acceptance, and ensuring runbooks/monitoring/KT are in place.
• Drive Problem Management by identifying recurring issues, coordinating RCAs, and tracking permanent fixes to reduce repeat incidents.
• Maintain strong Knowledge Management discipline, ensuring SOPs, troubleshooting guides, and service playbooks remain accurate and up to date.
• Partner with product/project teams to ensure operational readiness for releases (support model, hypercare, monitoring, and communication).
• Serve as an escalation point for critical service incidents, ensuring timely communication with business and alignment of multi‑vendor responders.

Job Details

Preferred Candidate

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