Analytics Contract/sla Manager

hace 2 semanas


Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

**Job Description**:
We are looking for an innovative and experienced Contracts/SLA Manager to join our team. The Analytics Contract/SLA Manager work closely with our Service Management teams and will be responsible for helping to establish and manage Service Level Agreements, as well as ensuring all contractual obligations are met by our 3rd party service providers for the Employee Technology & Operations Teams. You will also be responsible for identifying and overseeing the creation of performance metrics, SLA measurement and reporting, Root Cause Analysis of Service levels and other service delivery metrics, and auditing and risk management of the service contracts. This position requires strong MS Excel skills, strong data management, strong organizational skills, and strong communication skills.

Contract & SLA Governance Responsibilities:

- Provide continued support of existing Service Level Agreements, in addition to standing up new SLAs, SLA processes, and tracking related to existing and new IT Service Providers
- Manage and maintain Service Level Agreements for internal teams and external IT Service Providers, as a part of Performance Management, with heavy data management
- Maintain the existing Service Level Program through SLA outputs, tracking incoming reports, validating data and SLA results, ensuring contractual timelines are being met, preparing SLA scorecards, maintaining trackers for inputs and outputs, and contract documentation
- Manage performance to SLAs and against KPIs
- Ensure contractual obligations are fulfilled, including agreed Service Improvement action plans and report status as required
- Manage Service Level Credits and work with Finance to ensure they are applied correctly
- Understand the customer experience and expectations, including managing escalations
- Build communication plans to address internal and external escalations
- Maintain contingency plans and risks
- Deliver efficiencies and service improvements, leading on continuous improvement initiatives, including Improving the customer experience including proactive action to prevent future complaints; Regular benchmarking and alternative service modelling activities; Process efficiencies and communications enhancements; Ensuring appropriate career development and knowledge sharing opportunities are addressed with 3rd party if needed
- Responsible for developing and implementing a strategic direction for supplier performance, working with top leadership and senior managers across departments.
- Work with a with a wide range of internal and external stakeholders to ensure that the supplier performance and contract management strategy is understood and that effective support for the strategy is achieved.
- Work closely with various departments to design quality requirements and perform monthly quality checks for Helpdesk, Field Services, Asset Management, and Desktop Engineering tickets and call quality.
- Ensure that the end-to-end process in each team is communicated and any Service Improvement Plans are put in place if need be.
- Strong attention to detail and have analytical and problem-solving abilities.
- Interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues.
- Identify common issues, and escalate to appropriate teams
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Creation of Executive dashboards to showcase progress of 3rd party vendor
- Monthly KPI reporting

**Qualifications**:

- Bachelor's Degree or equivalent experience in Computer Science, Information Systems or a related field.
- Experience with outsourced operations service provider contracts a must.
- 10+ years experience in SLA Management.
- Data management, validation & reporting experience a must.
- Advanced experience in Power BI or Tableau is a must.
- Advanced experience/skill in MS Excel a must.
- Vendor and Contract Management experience are a plus.
- Experience in billing and invoicing is nice to have.
- Experienced in quality and testing.
- Experienced with managed services.
- ITIL foundation certification or training a plus.
- Experience with Desktop Services a plus.
- Experience with Governa



  • Heredia, Costa Rica Experian A tiempo completo

    Company Description About us, but we’ll be brief Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years...

  • Manager-bi & Analytics

    hace 4 semanas


    Heredia, Costa Rica Moody's A tiempo completo

    *** **Functional Responsibilities**: - Lead the assessment of the current state of a process that requires an analytics solution. - Lead the documentation business and technical requirements for analytics solutions. - Support the creation of highly sophisticated analytics solutions to support key business decisions, ensuring quality and accuracy of...


  • Heredia, Costa Rica Bayer A tiempo completo

    **Country Partner Analytics Sr. Expert** When you show proactivity and ambition, we’ll harness it through a variety of opportunities and challenges in the diverse areas of our business - all with a strong and meaningful purpose. Where do you want to go? What do you want to do? How do you want to make a difference? The choice is yours, and we’ll help you...

  • Contract Manager

    hace 4 semanas


    Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    Review and negotiate customer sales agreements that meet the company’s requirements under its policies, including those for risk tolerance, while working collaboratively with the business team. Be a trusted business partner, responding in a timely and productive manner to requests from internal customers. Advise internal customers regarding company...


  • Heredia, Costa Rica Bayer A tiempo completo

    **Supply Coordination Manager** When you show proactivity and ambition, we’ll harness it through a variety of opportunities and challenges in the diverse areas of our business - all with a strong and meaningful purpose. Where do you want to go? What do you want to do? How do you want to make a difference? The choice is yours, and we’ll help you get...

  • Global Category Manager

    hace 4 semanas


    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    8+ years of relevant strategic sourcing experience, including experience in an indirect procurement function at a multinational corporation with global contracts. - In-depth experience in best-in-class procurement practices (category management, bench-marking, should-cost models, RFX, reverse auction, contracting, etc.). - Education: BS/BA Degree in related...

  • Client Finance Manager

    hace 3 semanas


    Heredia, Costa Rica Publicis Sapient A tiempo completo

    Job DescriptionPublicis Sapient is looking for highly skilled and experienced Client Finance Manager, specializing in our Practices team, to join our dynamic Finance team. As a part of a growing agency, you will leverage your exceptional problem-solving abilities, Excel skills, demonstrated expertise in generating actionable analytics, and unwavering...


  • Heredia, Costa Rica Publicis Sapient A tiempo completo

    Job Description Publicis Sapient is looking for highly skilled and experienced Client Finance Manager, specializing in our Practices team, to join our dynamic Finance team. As a part of a growing agency, you will leverage your exceptional problem-solving abilities, Excel skills, demonstrated expertise in generating actionable analytics, and unwavering...

  • Team Manager

    hace 5 días


    Heredia, Costa Rica SYKES Costa Rica A tiempo completo

    **Objective**: Manage a team efficiently fulfilling account’s contract requirements through proper and efficient use of company and client resources. **Hard skills**: - Schedule flexibility: to work all schedules weekdays, weekends (must). - Flexibility to work on any GAM site. (must) - Performance Appraisal score greater than 3.00 for the last 3 months...

  • Consulting Manager

    hace 1 semana


    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: Auxis’ Digital Transformation Practice helps clients achieve back-office and operational excellence by assessing, defining and leading the implementation digital technologies and automation. _As_ a Digital Transformation Manager, you will lead small to medium-sized consulting engagements and contribute to large sized consulting engagements....

  • Global Training

    hace 4 semanas


    Heredia, Costa Rica BCD Meetings & Events A tiempo completo

    A culture of purpose: Where will your BCD M&E career take you? As perfectionists, artists, strategic thinkers and leaders in the industry, we believe culture is defined by its people. We are looking for exceptional people who rise to our standards while bringing their unique perspective to the table. Are you interested in adding to both our mission and our...


  • Heredia, Costa Rica Citi A tiempo completo

    The Supply Chain (SC) Sourcing Intermediate Analyst is an intermediate level position responsible for participating in procurement activities such as defining the need for goods and services, negotiating price contracts and authorizing payment for goods and services in coordination with the Corporate Services team. The overall objective of this role is to...

  • Customer Success Manager

    hace 3 semanas


    Heredia, Costa Rica Hewlett Packard A tiempo completo

    The Customer Success Manager will be responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management...

  • Service Delivery Manager

    hace 4 semanas


    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: A Service Delivery Manager (SDM) is a trusted technical advisor to Auxis’ customers providing valuable guidance for operations and optimization of their Finance and Accounting environment through quality Service Delivery. The SDM provides the necessary client liaison support, and daily service delivery, to ensure world class outsourcing...

  • Data Strategist

    hace 3 semanas


    Heredia, Costa Rica Hangar Worldwide A tiempo completo

    **Show the world what you can do.** The Data Strategist is a versatile and flexible analytics resource who learns quickly, takes direction with mínimal instruction, and produces insightful reporting on ad-hoc basis. Working closely with the rest of the account team, the Data Strategist is comfortable using various web-based interfaces such as Adobe...


  • Heredia, Costa Rica Moody's A tiempo completo

    Provide sourcing services to the various lines of business. Represent and be the liaison for the Procurement & Sourcing Group in all relevant initiatives. The Senior Sourcing Specialist is responsible for strategic sourcing and contracting for multiple sourcing categories (including IT services and professional services). The responsibilities include: •...


  • Heredia, Costa Rica British American Tobacco A tiempo completo

    **BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day.** **Come be a part of this journey!** **BAT COSTA RICA** **IS LOOKING FOR AN INDIRECT TAX ASSISTANT MANAGER** **SENIORITY LEVEL**:Junior Level **FUNCTION**:...


  • Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo

    **Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...


  • Heredia, Costa Rica VMware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?** As a member of the Deal Management Team (DMT) for the Professional Services organization, you will have a unique opportunity to be exposed to all elements of the consulting services sales cycle, including contract drafting, pricing, legal and financial review, booking and others. You will have...


  • Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!** **Multi-National Program Manager** - Full time, Costa Rica_ As the Multi-National Program Manager, you will be responsible for managing all aspects of assigned client portfolio account(s) to include but not limited to client retention, contract negotiation,...