IT Service Provider Management Analyst Sr

Responsibilities

• Support the Sr. Director and IT leadership in implementing strategies for service provider performance management and continuous improvement.
• Contribute data-driven insights to inform sourcing and governance strategies.
• Collect and validate IT Service Provider performance data against contractual commitments.
• Track service quality trends and highlight deviations from expected performance.
• Maintain accurate records of service provider performance and escalation outcomes.
• Provide analysis to support continuous improvement discussions with IT Service Providers.
• Aid in managing escalations by gathering root cause information and tracking resolution progress.
• Develop and maintain dashboards, scorecards, and reports for IT leadership and governance forums.
• Analyze costs, quality, and service delivery data to identify areas for improvement.
• Support preparation of materials for Quarterly Business Reviews (QBRs) and performance briefings.
• Ensure data used in reporting is complete, accurate, and consistent with organizational standards.
• Track and maintain the Deliverable and Obligations (D&O) tracking mechanism and process.
• Assist in analyzing financial and resource data related to service provider performance.
• Support cost analysis and reporting to identify opportunities for optimization.
• Collect and validate invoice details and support financial reporting.
• Process and document management: Maintain contract files, governance records, and service provider documentation in the IT Governance Library.
• Assist in creating process documentation, templates, and tools to standardize service provider management practices.
• Ensure documentation of escalations, resolutions, and improvement actions are accurate and current.
• Draft contract changes per technology requests in accordance with UnityPoint Sourcing standards.
• Provide coordination and analytical support for service provider governance forums and meetings.
• Aid in tracking and following up on action items with service providers and internal stakeholders.
• Support contract changes and renewals.
• Manage issues related to the contract.

Qualifications

• At least five years of experience in IT operations, financial analysis, or resource management including experience with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and performance reporting.
• Foundational knowledge of IT Service Management (ITSM), outsourcing, or vendor governance practices.
• Strong organizational and documentation skills.
• Ability to work independently and as part of a team.
• Strong communication and collaboration abilities, especially with IT leadership and Finance teams.
• Strong written and verbal communication skills, including the ability to prepare clear reports for leadership.
• Proficiency with financial reporting tools, dashboards, and visualization platforms (e.g., Excel, Power BI).
• Strong analytical skills and detailed knowledge of performance measures and the impact on organizational performance.
• Proficiency with reporting tools, dashboards, and visualization platforms (e.g., Excel, Tableau, Power BI, ServiceNow).
• Familiarity with contract management concepts.
• Project Management and negotiation skills.