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 Service Now 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.

Skills & Competencies

• Strong understanding of ITIL v3/4 service processes (Incident, Request, Problem, Change, CMDB/Configuration, Knowledge).
• Proficient in Service Now reporting, dashboards, CMDB, SLA management, and service governance.
• Strong vendor management and negotiation skills in a multi-vendor environment.
• Analytical mindset with ability to interpret trends, risks, and operational insights.
• Excellent communication and documentation skills; able to influence internal and external stakeholders.

Qualification Criteria

• Bachelor’s degree (or equivalent) in Information Technology/Computer Science/Engineering or related field.
• 4 – 6 years experience in Service Management, Vendor Governance, or IT Operations, preferably in retail.
• ITIL Foundation required; ITIL Intermediate/Managing Professional or SIAM certifications preferred.
• Experience with retail technologies (POS, payments, telecom, store networks) is a strong advantage

Working Hours

• Business hours with management escalation availability after‑hours/weekends for critical incidents.